ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:
Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.
Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $270 million, oversees a 5 million sq. ft. physical plant across the campus, and provides housing for over 13,000 students and dependents, serves over 18,000 daily meals at 30 dining and retail locations and over 300,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 735 FTE staff in the following divisions: the Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, Information Technology and Communications.
R&DE Information Technology consists of 26 full and part-time staff. The department is organized into six teams: CIO office, Portfolio and Project Management Office, Applications Development, Support Services, Security, and Systems Administration. R&DE IT supports over 70 applications and integrations, 2,200 technology assets, and 900+ users. In addition to providing excellence in everything they do, R&DE IT is dedicated to the mission and core values of Residential & Dining Enterprises.
The Support Services team provides value by maintaining and advancing the technology needs of R&DE and is comprised of three core support areas: Desktop and Application support; Audio/Visual (A/V) Technologies support; and Point of Sale (PoS) and Internet of Things (IoT) support.
R&DE's Desktop and Application team is responsible for the incident and request fulfillment related to desktop, mobile device, printer, software, software licensing management, and front line support for the application portfolio including but not limited to Star Rez, Eatec, Reserve, Tririga, Emma, etc.
The A/V Technologies team supports R&DE's 3 conference centers, 30 conference rooms, and 3 athletic concession venues with on-site delivery, set up, operation, maintenance and troubleshooting of equipment related to A/V. R&DE's conference centers are equipped with state-of-the-art audio/visual equipment including high definition laser projection, sound boards, wireless microphones and capturing capabilities for various types of high profile events ranging from boardroom meetings to banquets and receptions.
R&DE's Point of Sale (PoS) and Internet of Things (IoT) team provides support with the incident and request fulfillment related to break fix with Revel iPads, receipt printers, customer PoS displays, Kronos time clocks, Smart Temp thermometers, Lean Path, Ingenico card readers, and emerging technologies like robotics.
Reporting to the Manager of Support Services, this role is part of the PoS & IoT team and furthers the mission of the organization by providing the highest quality service to students and other members of the university community in a sustainable and fiscally responsible manner. S/he must be proficient supporting PoS and IoT devices in dining, retail, and hospitality environments; have a strong understanding of PoS architecture and how communication flows to the various communication devices; strong understanding PoS transactional flow of data between various merchants; and strong understanding of PoS and IoT concepts, frameworks, and best practices while maintaining currency with emerging technologies. The individual will also work with internal and cross-functional teams on project execution and may contribute to the planning of operational support after project implementation. The incumbent must also have a can do attitude; engage in a team collaborative environment; ensure that all assets comply with all governing rules, policies and procedures while providing guidance and assistance to clients and staff.
Students (Customers) First is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, Excellence is defined by aligning our strategic goals and performance with our vision.
Under general supervision, provide technical support to end-users for computer hardware, IoT, PoS, software, and network related problems.
Maintain and manage the hardware and software related to Revel PoS and IoT environment across campus that consists of iPads, First Data & Ingenico card readers, ID Tech pin pads, receipt printers, cash drawers, thermometers, time clocks, and other peripherals.
Work with various merchants and internal staff as needed to resolve incidents and requests.
Manage the entire lifecycle of PoS and IoT assets from request, procurement, deployment and surplus phases.
Perform quality assurance on software and hardware updates on PoS and IoT devices in a test environment prior to deployment.
Diagnose and resolve tier 1 and tier 2 end-user problems on MAC OS X, Windows 7/10 and iOS platforms on a variety of hardware and IoT devices; respond to escalated issues from clients and other support teams within service level expectations; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
Maintain the integrity, security, and privacy of various systems by following R&DE's policies and procedures.
Work on projects requiring expertise in analysis and deployment of technology.
Create, update, and maintain documentation for clients and staff in Confluence and Service Now; provide technical guidance and training; may guide other staff
Research, recommend and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture.
Research, recommend and implement approved standards used throughout the unit and contribute to the development of the client support strategy.
Investigate and test new tools, systems, techniques, and software products.
Work on projects requiring expertise and creativity in analysis and deployment of technology.
May perform routine server administration.
Other duties may also be assigned.
MINIMUM REQUIREMENTS: Education & Experience: Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience. Bachelor's degree in a related field preferred. Knowledge, Skills and Abilities:
Demonstrated ability to supported a wide variety of POS & IoT devices.
Demonstrated ability to operate in compliance with the rules and regulations of a PCI or similar controlled environment.
General technical experience with Windows 7/10 and Mac OS X operating systems.
Strong understanding working with iPads and iOS operating system.
Good technical experience with some of the application portfolio such as Office 365, Google Drive, One Drive, Duo Mobile, Adobe, Cisco Jabber, Cisco AnyConnect VPN, VMWare Fusion, SLACK, BigFix, Zoom, Tririga, EATEC, Reserve, Kronos time clocks, Oracle Opera, Kinetix, Crash Plan, Lean Path, and Intelligent Hub. Ability to adapt equipment setup and provide alternative setup or workarounds if necessary.
Ability to manage a variety of simultaneous projects within tight deadlines, excellent organizational and time management skills.
Ability to work independently as well as effectively in a collaborative team environment.
Ability to resolve issues quickly and make decisions that meet university objectives, in a collaborative culture.
Strong communication and interpersonal skills with good judgment and diplomacy required to interact effectively with and provide customer service to a broad audience.
Ability to provide excellent client service.
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.
Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds.
Occasionally kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, soft/file paperwork or parts, grasp forcefully.
Visual acuity including color vision.
Ability to obtain and maintain a California Non-commercial Class license.
May require extended hours and weekends, on-call rotation.
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.
'Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who require accommodation to perform the essential functions of the job.'
Job Code: 4732
Job Grade: H
Location: Residential & Dining Enterprises, Stanford, California, United States Schedule: Classification Level:
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.
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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 dedicated 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.