LOCKSS Technical Support Specialist
This position is dual posted at level 1 and 2.
The LOCKSS Program maintains and provides support for the open-source LOCKSS software, which powers distributed preservation networks used by libraries and publishers worldwide to ensure durable access to digital content. The LOCKSS software is presently undergoing a major re-architecture, concluding later this year, which will introduce new technologies to the stack, provide for new system integration opportunities, and support new use cases. Successfully launching the renovated LOCKSS software and helping partners to realize its benefits will require additional technical support capacity, both to facilitate the migration of existing partner systems and to provide a higher baseline level of support.
The LOCKSS Program seeks a Technical Support Specialist who can become an expert in deployment and operational support of the renovated LOCKSS software. This will entail providing reliable technical support to partners via phone and e-mail; understanding partner needs and IT environments; providing training in the use of the renovated LOCKSS software; helping to establish and then executing repeatable processes for setup of new LOCKSS systems and networks; participation in the creation of product documentation; assisting with design and management of a support mechanism for reliable issue escalation and resolution; and channeling customer feedback to the Core Software Engineering team for system enhancements.
This position reports to the LOCKSS Program Manager and works closely with the other LOCKSS Technical Support Specialist, in particular, as well as LOCKSS managers for Applied Preservation Services, Core Software Engineering, and Partnerships to ensure high-quality service to all LOCKSS customers and partners.
- Provide first line of response to requests for various hardware, software, peripheral, and networking technical assistance.
- Resolve basic end-user problems, escalate as appropriate.
- Help customers to install, upgrade, configure, and troubleshoot computing devices.
- Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
- Apply security best practices.
- Ensure users are assigned appropriate resources.
- At the Computing Support Analyst 2 level:
- Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
- 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.
- Provide technical guidance and training; may guide other staff.
- Work on projects requiring expertise and creativity in analysis and deployment of technology.
- May perform routine server administration.
* - Other duties may also be assigned
Education & Experience:
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.
At the LOCKSS Technical Support Specialist 2 level:
- Two-year college degree and two or more years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
- 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.
Other Relevant Knowledge, Skills and Abilities may include:
- Ability to learn new technologies and processes quickly.
- Ability to perform basic Linux system administration, including operating system upgrades, software installation and configuration, and package version control.
- Knowledge of common Linux utilities and ability to write simple custom scripts.
- Knowledge of or ability to learn about basic security concerns and solutions, including configuration of SSH, VPNs, and firewalls.
- Familiarity with Docker, Kubernetes, Puppet, or other modern devops technologies is a plus.
- Constantly perform desk-based computer tasks.
- 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.
- 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.
May require 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 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.
Job Code: 4731/4732
Job Grade: G/H