Tech Solutions Specialist

Stanford Health Care • Palo Alto, CA

11d • Onsite

About The Position

The Technical Solutions Specialist provides onsite technical support and troubleshooting for Windows and Mac desktop environments, mobile devices, networking equipment, and related peripherals at Stanford Health Care locations in the San Francisco Bay Area. The role includes installation, configuration, repair, and maintenance of end-user and network devices, coordination of OEM parts or service, and incident resolution in collaboration with the SHC Service Desk and desktop and network engineering teams. The specialist supports end users through field visits and dispatches, maintains asset records, assists with audits and compliance processes, and provides setup support for special events and inpatient telemedicine/audio-visual equipment. The role also helps design and deploy AI-driven solutions to automate routine work and integrate AI technologies into existing workflows. After-hours and weekend on-call support may be required 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, interpersonal, customer service, and verbal communication skills.
• Ability to work independently and as part of a team, in the field with accuracy and minimal direction.
• Experience troubleshooting, repairing, and supporting Windows 10, Windows 11, macOS, and common end-user applications such as Microsoft Office 365, Outlook, and VPN.
• Experience with HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least three years of documented service on at least two of these hardware systems is required.
• Experience supporting Apple iPad and other common tablet computing devices.
• Experience supporting printers, monitors, external hard drives, network interface cards, and similar equipment.
• Experience with Cisco routers (such as 36XX, 76XX, and ASR 1XXX), Cisco switches (such as Catalyst and Nexus), Cisco wireless access points (such as Aironet), Infoblox Network Management Tools, and associated networking devices such as LAN Controllers and WAN Optimizers.
• Experience with remote desktop support tools and MDM 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.
• Experience with video conferencing tools such as Zoom, Teams, and Vidyo Connect.

Responsibilities

• Provide end-user device support during field visits or dispatches and represent SHC IT professionally.
• Troubleshoot Windows and Mac desktop systems, mobile devices, hardware, software, and peripherals.
• Install, configure, maintain, and update desktop operating systems, applications, mobile devices, and mobile device management (MDM) solutions.
• Assist with deployment and setup of new desktop systems and mobile devices.
• Respond to and resolve help desk tickets in a timely manner.
• Implement antivirus, encryption, and other security measures for desktop and mobile devices.
• Collaborate with IT team members to resolve complex technical issues and recurring incidents.
• Provide end-user training and support for desktop systems, applications, and mobile devices.
• 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, and related software.
• Perform basic onsite network troubleshooting, port activation, and deactivation at SHC locations.
• Diagnose technical problems and determine solutions; assess needs before arrival to reduce downtime and repeat visits.
• Determine whether OEM assistance is required and coordinate vendor parts or labor.
• Provide technical setup and support for special events at SHC locations, such as conferences.
• Keep the SHC Service Desk updated on incident status and promptly report resolutions.
• Update the Asset Management tracking system accurately and on time; maintain asset warranty, license, and maintenance data.
• Assist with asset audits and manage exceptions through remedial action management processes, including corrective actions for breaches.
• Help design and deploy AI-driven solutions to automate routine tasks and collaborate on integrating AI into existing workflows and systems.
• Ensure equipment meets defined SHC standards.
• Support inpatient telemedicine/audio-visual equipment.
• Participate in an after-hours/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