TECH SOLUTIONS SPECIALIST

Stanford Health Care • Stanford, CA

9d • $41 - $53 • Onsite

About The Position

The Technical Solutions Specialist provides technical support and troubleshooting for Windows and Mac desktop environments and mobile devices, ensuring systems function efficiently and end users have a seamless computing experience. The role provides onsite support to Stanford Health Care end users and networking equipment in the San Francisco Bay Area, including installation, configuration, repair, and maintenance of end-user and network devices. It also coordinates OEM parts or maintenance as needed and resolves incidents in collaboration with the SHC Service Desk and desktop engineering teams.

The specialist supports desktop and mobile systems, peripherals, software, network equipment, and inpatient telemedicine and audiovisual equipment. The role includes asset tracking and audit support, security measures, end-user training, documentation, and collaboration on AI-driven workflow solutions. After-hours and weekend on-call support is part of a rotation, depending on location.

Requirements

• High school diploma, technical training, or an equivalent combination of education and technical experience.
• Three years of related work experience; healthcare IT experience is preferable.
• Proficiency with Windows and macOS operating systems.
• Strong troubleshooting and problem-solving skills.
• Experience with desktop hardware, peripheral devices, and mobile devices.
• Knowledge of desktop and mobile device security best practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong experience troubleshooting, repairing, and supporting Windows 10, Windows 11, macOS, and common end-user applications such as Microsoft Office 365, Outlook, and VPN.
• Strong experience supporting HP, Dell, Tangent, and Apple desktop or laptop hardware; OEM certification or at least three years of documented service is required on at least two of these hardware systems.
• Experience supporting Apple iPad and other common tablet devices.
• Experience supporting printers, monitors, external hard drives, network interface cards, and similar equipment.
• Experience with Cisco routers, including 36XX, 76XX, and ASR 1XXX models; Cisco Catalyst or Nexus switches; Cisco Aironet wireless access points; Infoblox Network Management Tools; and associated networking devices such as LAN controllers and WAN optimizers.
• Excellent customer-service orientation and verbal communication skills, with the ability to work accurately in the field with minimal direction.
• Experience with remote desktop support tools and mobile device management solutions.
• Familiarity with network troubleshooting and support.
• Valid driver's license from any U.S. state.

Nice To Haves

• Healthcare IT environment experience.
• Windows Desktop and CompTIA A+ certifications or qualifications are preferred.
• Experience with video conferencing tools such as Zoom, Teams, and Vidyo Connect.

Responsibilities

• Provide end-user device support during field visits or dispatches while representing SHC IT professionally.
• Troubleshoot Windows and Mac desktop systems, mobile devices, and related hardware and software.
• Install, configure, maintain, repair, and update desktop operating systems, applications, mobile devices, and mobile device management solutions.
• Assist with deployment and setup of desktop systems and mobile devices.
• Respond to and resolve help desk tickets promptly.
• Apply antivirus, encryption, and other measures to secure desktop and mobile devices.
• Collaborate with IT team members to resolve complex technical issues and provide end-user training and support.
• Document technical procedures and solutions and stay current with relevant industry trends and technologies.
• Perform onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, peripherals, software, and network devices.
• Perform initial onsite network troubleshooting and port activation or deactivation at SHC locations.
• Diagnose technical problems and determine solutions; prepare by identifying needed parts and documentation to minimize downtime and repeat visits.
• Determine when OEM assistance is needed and coordinate vendor parts or labor.
• Provide technical support and setup for special events at SHC locations, including conferences.
• Coordinate with desktop and network engineering teams to diagnose and resolve issues and recurring incidents.
• Keep the SHC Service Desk informed of status and incident resolution.
• Update the Asset Management tracking system accurately and promptly, and maintain asset warranty, license, and maintenance information.
• Assist with asset audits and manage exceptions through remedial action processes.
• Manage remedial or corrective actions for process-compliance breaches throughout the asset lifecycle.
• Help design and deploy AI-driven solutions to automate routine tasks and collaborate on integrating AI technologies into existing workflows and systems.
• Ensure equipment meets defined SHC standards.
• Support inpatient telemedicine and audiovisual equipment.
• Participate in an after-hours and weekend on-call support rotation, depending on location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED