ITOC System Administrator 2

Company: Stanford University
Location: Redwood City
Posted on: February 10, 2025

Job Description:

The University IT Operations Center is seeking a System Administrator to join our team. We primarily provide enterprise systems and service monitoring and incident response for the University, Stanford Health Care and Stanford Children's Hospital communities for a variety of University IT supported services. In this role, you will also be expected to provide end-user troubleshooting and response for work stoppages and service outages. We pride ourselves in providing excellent customer service to all of our clients.The ideal candidate provides excellent customer service, stays calm under pressure and is a team player. This position is an overnight position (owl shift) and will be primarily responsible for executing overnight duties and tasks.JOB PURPOSE:The primary role of this position is to monitor the health of the University IT Service portfolio using a variety of tools, flagging any anomalies, and coordinating the response to any issue deemed to be customer impacting. In this role, you also will be expected to provide technical support to the end-users community for computer hardware, software, network, collaboration, communication, and productivity tools.CORE DUTIES*:

• Triaging monitoring alerts to determine severity and customer impact.
• Notifying on-call operations owners.
• Sending communication to various stakeholder communities on service status and ongoing incident response while adhering to strict SLA guidelines.
• Serving as major incident owner, including managing the incident response activities, managing the business continuity conference bridge, tasking call participants, tracking all troubleshooting and communication activities, ensuring the major incident process is followed, and communicating to stakeholder groups as appropriate.
• Provide the first line of response to requests for various hardware, software, account, and networking technical assistance. Provide remote problem resolution when possible.
• Provide Tier 2 support for some University IT offered services.* - Other duties may also be assignedMINIMUM REQUIREMENTS:Education & Experience: Bachelor's degree and five years of relevant experience, or a combination of education and relevant experience.Knowledge, Skills and Abilities:
  • Experience working overnight hours and proven ability to lead and escalate independently.
  • Experience monitoring network, data centers, and service.
  • Experience implementing a business continuity and disaster recovery plan.
  • Proven ability to lead and work on large/complex system deployment projects in a team environment.
  • Advanced knowledge of security trends and best practices.
  • Strong communication and interpersonal skills.
  • Ability to provide excellent client service.
  • Ability to apply diagnostic techniques for problem troubleshooting.
  • Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
  • Thorough understanding of "ITSM (IT Service Management)".
  • Familiarity with Ticketing systems, such as ServiceNow.Certifications and Licenses: NonePHYSICAL REQUIREMENTS*:
    • Constantly perform desk-based computer tasks.
    • Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
    • Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
    • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.* - 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 the job.WORKING CONDITIONS: IT Operations Center is 24x7x365. At times, work hours may exceed in excess of 40 hours a week to meet operational needs. This will be an overnight position (OWL shift) Friday-Tuesday.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, .How to ApplyWe invite you to apply for this role by clicking on the "Apply for Job" button. Please submit your resume and a one-page cover letter along with your online application.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.
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Keywords: Stanford University, Redwood City , ITOC System Administrator 2, IT / Software / Systems , Redwood City, California