Working with a team of other System Administrators within the Stanford Service and Operations Center, receive, analyze, resolve and/or triage computing hardware, software, telecommunications, Video Conferencing and networking problems reported by Stanford University faculty, staff, students and residential clients as well as Stanford Hospital and Clinics and Lucile Packard Childrens Hospital staff, doctors and residents by way of telephone, voicemail, and self-submitted requests through the HelpSU request system.
This System Administrator 2 position is dedicated to monitoring and first-line support of Stanfords network (wired and wireless as well as connections to the Internet), telephone systems, voicemail, paging, door security and email systems, as well as other campus-wide systems, and providing initial systems response to reports of service degradations or outages. The Operations staff is responsible for monitoring and supporting IT Services Data Center activities, from coordinating after-hours access, to monitoring of the housed systems (servers, network connections, HVAC and security systems) to assisting with tape and storage system activities, including handling regular operational activities (system reporting, data scans, analysis of alerts, remote hands tasks for servers and network connections).
First Response, End-to-End Incident Management: Answer ACD (Automatic Call Distribution) line and respond to web generated HelpSU/Servicenow tickets ; triage client and monitoring system reported problems; resolve identified problems using excellent customer service practices. Assess the extent of problems and take corrective action and initial response as specified in written procedures; work in a team with other Subject Matter Experts (SMEs) on more complex problems to SMEs and vendor remote technical assistance; act on behalf of SME or vendor technical representatives for remote hands operations as directed. This work requires detailed knowledge and expertise in the campus enterprise telephone systems (Cisco Call Manager, AVAYA Contact Center, Nortel CS2100, and Ascom wireless phones), the Cisco UCS, ESXI hosts, Diebold and Lenel door security systems, Spok paging infrastructure, Voxida voice recording, and monitoring tools.
The IT Operations Center (ITOC) is responsible for 24x7x365 network monitoring and first response, and incident management for all IT Services systems, applications, and the Data Center Building Facilities. The ITOC is also responsible for after-hours operations, remote hands services, network switch replacement, and end-user troubleshooting for various systems and services. The ITOC is also the primary support system for enterprise voice, paging, the operator service platform, and the campus card system. Because the function of this group is to handle incidents and issues, it is also the primary owner and coordinator for the IT Services and Administrative Systems Department Operations Center/Disaster Recovery efforts.
Please note: Although standard shifts are assigned, the ability to work swing shifts and owl shifts is required with appropriate notice.
Initiate appropriate client and Subject Matter Expert (SME) communication during service outages; own and manage outcall notification and communication with clients, IT Services SMEs, IT Services line management and other campus entities; coordinate work efforts and maintain tools for effective communication
Monitor IT services / building facility environmental conditions and take corrective action as necessary, including executing first response protocols and coordinating with Technical Facilities and Facility Operations for the University and Hospital. Handle escalations to SMEs and others. Acknowledge alarms promptly and handle according to written procedures.
Build, install, configure, analyze, tune, and troubleshoot operating system to achieve optimum performance levels.
Resolve difficult system problems and provide consultation or training.
Configure and assist in the design of system and network security.
Manage hardware, software, and utilities for installation, modification, troubleshooting, maintenance, and upgrades of operating systems and workstation environments.
Serve as a liaison to the named Subject Matter Expert groups in IT Services. Bring pertinent issues to the attention of staff, and communicate issues back and forth between the group(s). Maintain additional knowledge and serve as Subject Matter Expert in certain named areas, and mentor and educate other staff members for cross-training purposes.
Monitor and analyze resource usage to recommend/develop enhancements to system capabilities and performance.
Compare, evaluate, and implement new technologies, and integrate systems into the computing environment.
Document systems infrastructure for users, support and consulting personnel, and developers.
Train personnel who provide support and consulting services to users.
Act as liaison with various departments across campus.
Facilitate vendor relationships.
Other duties may also be assigned
Education & Experience:
Bachelor's degree and five years of relevant experience, or a combination of education and relevant experience. Avaya contact center experience is strongly preferred.
Knowledge, Skills and Abilities:
Experience with multiple types of operating systems or expert knowledge in one.
Experience with managing an integrated computing environment.
Extensive experience in multiple programming languages for system development.
Experience with networked environments.
Experience with network storage solutions.
Experience with configuring and maintaining routers.
Demonstrated knowledge of security protocols.
Ability to manage shared resources and perform moderately complex tasks.
Ability to work well independently and as a team member.
Ability to train to others in applications and operating system fundamentals.
Occasionally stand/walk, twist/bend/stoop/squat, reach/work above shoulders, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to 10 pounds.
Rarely kneel/crawl, climb (ladders, scaffolds, or other, grasp forcefully, use a telephone, writing by hand, lift/carry/push/pull objects that weigh 21>40 pounds.
- Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Exposed to high voltage electricity, noise >80dB TWA, confined spaces, hot temperatures, heavy metals.
Extended hours and weekends.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains d...edicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.
Stanford University is an equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.