CRC Technical Services Lead

Computer Resource Consulting (CRC) here at Stanford is looking for a Technical Services Lead to provide consulting, guidance and ongoing operational support for end-users operating out of research labs throughout Stanford University. This role involves partnering with research teams to gain a deep understanding of the unique technologies that make each lab tick with the goal of developing and maintaining secure, reliable solutions for our clients. We are looking for people who love to help others, solve interesting problems, enjoy variety, and have a passion for tech.

That passion for tech will serve you well, as what you will be responsible for in our organization is different from many other places that do IT support. We are an internal service center (meaning we charge Stanford for our services), but we are still Stanford employees. We balance “running a great business” and “doing the right thing.” We know we do a great job because our clients love us, and we take pride in that. Instead of puffing ourselves way up, maybe it’s best to illustrate things with do’s and don’ts.

We don’t have:

• mandated standards that everyone follows
• a lot of downtime (honestly, it’s basically always busy or if it’s not we’re working on the next big thing)
• lots of free food
• a case of the Mondays

We do have:

• teams that support each other
• lots of variety & opportunities
• strong, supportive, relationships with other awesome IT groups around Stanford’s campus
• a focus on health & wellbeing (be it work-life balance, stress, mental health, etc.)

So, what would you actually be doing? There are many facets to this position. The Research Lab Support service was built based on an identified gap that exists at Stanford involving IT support for research labs.  Linux endpoints, network storage devices, application servers and other specialized hardware and software often fall out of scope within standard desktop support contracts. That’s where you come in to fill a critical need at Stanford. You bring subject matter expertise, curiosity, a strong desire to learn new technologies, and most importantly a world-class customer service approach to end-user support. This role will be involved in discovery, documentation, technical recommendations and the execution of projects and ongoing operational support for research labs across the university.

Specific duties and responsibilities include, but are not limited to:

• Partner with researchers to understand the goals of their labs and how they use technology to achieve them.
• Research, recommend, and implement solutions for customers to meet individual business needs and help ensure compatibility with University systems/architecture.
• Investigate and test new tools, techniques, and software products collaborating with others throughout Stanford as well as outside vendors.
• Strong experience supporting Linux devices in an enterprise environment.
• Experience with centralized Linux endpoint management tools a plus.
• Diagnose and solve problems with Windows and Macintosh operating systems, Essential Stanford Software, network connectivity, file sharing, printing, and lab-specific application functions.
• Serve as the key point of contact for research lab clients.
• Work together with a small team of technical consultants to provide end-user support and project execution.
• Build and maintain technical documentation including discovery summaries, workflow diagrams, proposals, and operational support procedures.
• Responsible for responding to customer requests, solving problems, resolving technical issues, and answering inquiries related to research lab operations.
• Work on technical projects requiring creativity in analysis and deployment of a wide range of technologies.
• Attend meetings, tend to administrative functions, and perform other duties as assigned.
• Know the latest about the University information system/desktop/security standards and initiatives.

Personal Qualifications

• Bachelor’s degree and eight years of relevant experience, or a combination of education and relevant experience.
• 5-7 years’ experience in technical consulting/user support.
• Demonstrated technical expertise & passion for support of Linux, Windows and Macintosh operating systems and a variety of software applications.
• Demonstrated ability to work calmly, professionally, and with attention to detail, and with a solid focus on client service.
• Excellent verbal and written communication skills.
• Demonstrated ability to solve problems related to software, hardware, and networking
• Demonstrated ability to adapt to and work well within a team environment.
• Ability to work on multiple projects and under strict deadlines.
• Excellent verbal and written communication skills.
• Ability to lift up to 30 pounds.
• May be required to drive a vehicle.

Stanford is an equal employment opportunity and affirmative action employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

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.