TECH SOLUTIONS SPECIALIST

Stanford Health Care • Palo Alto, CA

12d • $41 - $53 • Onsite

About The Position

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

The position also supports asset management and compliance processes, provides setup and technical support for special events, and supports inpatient telemedicine and audiovisual equipment. It includes an after-hours/weekend on-call support rotation depending on location. The role may help design and deploy AI-driven solutions to automate routine tasks and integrate AI technologies into existing workflows and systems.

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; strong customer service orientation and verbal communication skills.
• Ability to work independently and as part of a team, in the field with accuracy and minimal direction.
• Strong experience troubleshooting, repairing, and supporting Windows 10, Windows 11, macOS, and common end-user applications such as Microsoft Office 365, Outlook, and VPN.
• Experience supporting HP, Dell, Tangent, and Apple desktop/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 iPads and other common tablet devices.
• Experience supporting printers, monitors, external hard drives, network interface cards, and related peripherals.
• Experience supporting Cisco routers, including 36XX, 76XX, and ASR 1XXX models; Cisco Catalyst and Nexus switches; Cisco Aironet wireless access points; Infoblox Network Management Tools; and associated networking devices such as LAN controllers and WAN optimizers.
• 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 are preferred.

Responsibilities

• Provide end-user device support during field visits or dispatches, representing SHC IT professionally.
• Troubleshoot Windows and Mac desktop systems, including hardware and software issues, and support smartphones and tablets.
• Install, configure, and maintain desktop operating systems, applications, and mobile device management solutions.
• Assist with deployment and setup of new desktop systems and mobile devices.
• Respond to and resolve help desk tickets promptly; provide regular status updates to the SHC Service Desk and notice of incident resolution.
• Perform routine maintenance and updates on desktop systems and mobile devices.
• Implement security measures for desktop and mobile devices, including antivirus and encryption.
• Collaborate with IT colleagues, desktop engineering, network engineering, and the Service Desk to diagnose and resolve complex or recurring issues.
• Provide end-user training and support for systems, applications, and mobile devices.
• Document technical procedures and solutions.
• Perform onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, peripherals, and related software.
• Perform basic onsite network troubleshooting and port activation or deactivation at SHC locations.
• Perform onsite hardware and software updates, configuration changes, and installations; diagnose technical problems and determine solutions.
• Diagnose problems before arrival and identify required parts and documentation to minimize downtime and repeat visits.
• Determine when OEM assistance is required and coordinate delivery of vendor parts or labor.
• Provide technical setup and support during special events at SHC locations, such as conferences.
• Maintain accurate and timely updates in the Asset Management tracking system.
• Maintain and track asset information, including warranty, license, and maintenance data, and assist with asset audits and remediation of exceptions.
• Manage remedial or corrective actions for process breaches throughout the lifecycle to ensure compliance.
• Help design and deploy AI-driven solutions to automate routine tasks and collaborate with cross-functional teams to integrate AI into existing workflows and systems.
• Ensure equipment meets defined SHC standards.
• Support inpatient telemedicine and audiovisual equipment.
• Participate in an after-hours/weekend on-call support rotation, depending on location.
• Stay current with industry trends and emerging technologies related to desktop and mobile device support.

What This Job Offers

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