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Computing Support Analyst Job in Palo Alto, CA

Another Source’s client, Stanford Online High School, is recruiting a Computing Support Analyst to join their team.

Here’s a little about Stanford Online High School and the position they are recruiting for:
Stanford Online High School (OHS) is an independent school located at Stanford University for intellectually passionate students in grades 7–12. Founded in 2006 as a three-year high school, and subsequently expanded to include grades 7–9. The mission of Stanford Online High School is to create a worldwide learning community of diverse, intellectually passionate students and teachers. Through vibrant seminars, the rigorous curriculum challenges students to reason analytically, think creatively, and argue critically. Beyond the classroom, collaborative extracurricular activities cultivate lasting relationships among students and teachers. The school’s supportive environment fosters independence, strength of character, and a lifelong pursuit of knowledge.

For a tour of the school please see this link: https://ohs.stanford.edu/take-tour

The Computing Support Analyst 1 provides technical support to end-users (i.e. students, instructors, staff, parents) for all technical platforms the school uses in its day to day operations. This includes the Virtual Classrooms, Learning Management System and Student Information System. Since we are an Online High School it is crucial to the success of the school and our students that students and faculty receive the necessary support to resolve technical issues promptly and accurately. The focus of this position will be to resolve basic problems while referring more complex problems to inatermediate and/or senior level team members, other Stanford departments, or external Vendors.

CORE DUTIES:
• Providing critical first line response to requests for software, peripheral, and networking technical assistance. OHS is an innovative environment and this position will provide remote problem solutions via email or remote sessions with the end-user whenever possible
• Resolve basic end-user problems; escalate as appropriate
• Respond to tickets and trouble-shooting requests in the Tech queue from instructors, students and parents. Work closely with desktop support and development to resolve issues.
• Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
• Troubleshoot issues on main school platforms (Adobe Connect, Powerschool, Canvas and internally developed systems), work with external vendors and internal development team to resolve issues. For instance, if users have microphone, video or connectivity issue for the virtual class room platform (Adobe Connect) work with users by suggesting known or recommended solutions. Report and find resolutions for unresolved issues by escalating to vendor and Stanford internal resources.
• Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
• Utilizing internal quality monitoring tools (datadog), initiate and schedule sessions with remotely working instructors and students to address persistent virtual class room quality issues due to remote and distributed network and system issues.
• Update daily status reports and shift handover reports if applicable.
• Apply security best practices.
• Communicate on suggested/recommended practice or actions with suitable levels of the school community and provide support to the users to take corresponding actions.
• Ensure users are assigned appropriate resources and train them in the use of those resources (i.e. software used in the day-to-day operations of the school).
• Identify and articulate hardware and software resources that can improve efficiency for administrative and instructional staff in addition to the needs of individual staff members for their tasks.
• Support new instructors and staff in their technical onboarding process and provide training to them in the use of the OHS school platform.
• Maintain and constantly improve documentation and knowledge base articles in ticketing system in order to drive self service support for instructor, students, parents for simple issues.

ADDITIONAL DUTIES:
• Work in collaboration with OHS instructors in recording video lectures for their classes. Educate instructors on best practices on production recordings remotely as well as assisting them in using the OHS recording studio. This might include being the videographer for a lecture, helping in setting up the recording studio equipment based on the desired type of lecture.

REQUIREMENTS:
• Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
• Strong communication and interpersonal skills.
• Ability to provide excellent customer service. Ability to apply diagnostic techniques for problem troubleshooting.
• Knowledge of Audio and Video equipment for recording studio setup and troubleshooting a plus

WORKING CONDITIONS:
• May require extended hours and weekends, on-call rotation

WORK STANDARDS:
• 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.

Visa sponsorship is not available for this position. All candidates must be eligible to work in the U.S.

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.

Another Source works with their clients, on a retained project basis, to maximize the recruiting process.

Skills
Requirements Elicitation|Requirements Management|Requirements Analysis|Facilitation|Structured Systems Analysis|Enterprise Analysis|Class Diagram|Activity Diagram|Data Flow Diagram (DFD)|Project Management|Data Analysis|Functional Specifications
Additional Skills
No Additional skills required for this job.
Benefits
Health Insurance|Vision Insurance|401(k)|Pension|Tuition Reimbursement
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USA USA: Palo Alto, CA
Stanford University
220 Panama St
Palo Alto, CA
650-721-9422
jobs@anothersource.com
Employment:
Full Time
Salary / Pay:
DOE
Category:
Systems Analysis
Industry:
Education
Travel:
None
Job Post ID:
MA Job ID:
3563


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