TECH SOLUTIONS SPECIALIST

Stanford Health Care • Palo Alto, CA

9d • $41 - $53 • Onsite

About The Position

The Technical Solutions Specialist will be responsible for providing technical support and troubleshooting for both Windows and Mac desktop environments, as well as mobile devices. This role ensures that all desktop and mobile systems are functioning efficiently and effectively, providing end-users with a seamless computing experience. The Technical Solutions Specialist is responsible for providing onsite support to SHC end users and networking equipment in the San Francisco Bay Area, including all onsite installation, configuration, repair, and maintenance for a variety of end user devices and network devices, coordination of OEM parts or maintenance as required, and support of end users through incident resolution in collaboration with the SHC service desk and desktop engineering teams.

Requirements

• High school diploma, technical training, or equivalent combination of education and technical experience.
• 3 years of related work experience; experience in a healthcare IT environment preferable.
• Proficiency with both 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 the following: Windows 10, Windows 11, and Mac operating systems, as well as common end user computing applications (e.g., MS Office 365, Outlook, VPN); HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems.
• Apple (iPad) and other common tablet computing devices.
• Printers, monitors, external hard-drives, network interface cards, etc.
• Cisco routers (e.g., 36XX, 76XX, ASR 1XXX); Cisco switches (e.g., Catalyst, Nexus); Cisco wireless access points (e.g., Aironet); Infoblox Network Management Tools
• Associated networking devices (e.g., LAN Controllers, WAN Optimizers).
• Windows Desktop and CompTIA A+ preferred.
• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.
• Experience with remote desktop support tools and mobile device management (MDM) solutions.
• Familiarity with network troubleshooting and support.
• Video Conferencing Tools (Zoom, Teams, Vidyo Connect)
• DL - Driver’s License – Any US State

Nice To Haves

• Experience in a healthcare IT environment preferable.
• CompTIA A+ preferred.

Responsibilities

• Provide end user device support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
• Provide technical support for Windows and Mac desktop systems, including hardware and software troubleshooting.
• Provide technical support for mobile devices, including smartphones and tablets.
• Install, configure, and maintain desktop operating systems, applications, and mobile device management (MDM) solutions.
• Assist with the deployment and setup of new desktop systems and mobile devices.
• Respond to and resolve help desk tickets in a timely manner.
• Perform routine maintenance and updates on desktop systems and mobile devices.
• Ensure desktop and mobile device security through the implementation of antivirus, encryption, and other security measures.
• Collaborate with IT team members to resolve complex technical issues.
• Provide end-user training and support for desktop systems, applications, and mobile devices.
• Document technical procedures and solutions for future reference.
• Stay current with industry trends and emerging technologies related to desktop and mobile device support.
• Perform all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
• Perform onsite initial basic network troubleshooting, port activation, and deactivation at SHC locations.
• Perform onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
• Diagnose problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
• Determine whether OEM assistance is required, and coordinate delivery of OEM vendor parts or labor as required.
• Provide technical support and setup during special events at SHC locations such as conferences.
• Maintain contact with desktop and network engineering teams to diagnose and resolve issues and recurring incidents as required.
• Maintain contact with the SHC Service Desk to provide regular status updates and prompt notice of incident resolution.
• Complete accurate and timely updates in Asset Management tracking system.
• Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
• Assist with asset audits and manage exceptions through a remedial action management process.
• Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
• Help to design and deploy AI-driven solutions to automate routine tasks, reducing manual effort and increasing productivity.
• Collaborate with cross-functional teams to integrate AI technologies into existing workflows and systems.
• Ensure equipment is per the defined SHC standards
• Support Inpatient Telemedicine/Audio Visual Equipment
• After Hours/Weekend On-Call Support Rotation (Depending on Location)

Benefits

• C-I-CARE standards for all of patients, families and towards each other.

What This Job Offers

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