Tech Solutions Specialist

Stanford Health Care • Palo Alto, CA

11d • Onsite

About The Position

The Technical Solutions Specialist provides technical support and troubleshooting for Windows and Mac desktop environments and mobile devices. The role supports onsite end users and networking equipment at Stanford Health Care locations 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 works with the SHC Service Desk and desktop and network engineering teams to resolve incidents. The role also supports inpatient telemedicine and audiovisual equipment and may participate in an after-hours or weekend on-call rotation, depending on location.

The specialist maintains accurate asset records, tracks warranty, license, and maintenance information, assists with audits and corrective actions, and helps ensure equipment and processes meet SHC standards. The role also helps design and deploy AI-driven solutions to automate routine tasks and collaborates with teams to integrate AI technologies into existing workflows.

Requirements

• High school diploma, technical training, or an equivalent combination of education and technical experience.
• 3 years of related work experience.
• 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, accurately and with minimal direction.
• Experience troubleshooting, repairing, and supporting Windows 10, Windows 11, Mac operating systems, and common end-user applications such as Microsoft Office 365, Outlook, and VPN.
• Experience supporting HP, Dell, Tangent, and Apple desktop or laptop hardware; OEM certification or at least 3 years of documented service on at least two of these hardware systems is required.
• Experience with Apple iPad and other common tablet computing devices.
• Experience with printers, monitors, external hard drives, network interface cards, and similar peripherals.
• Experience with Cisco routers, Cisco switches, Cisco 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

• Experience in a healthcare IT environment is preferable.
• Windows Desktop and CompTIA A+ 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, representing SHC IT professionally.
• Troubleshoot Windows and Mac desktop systems, hardware, software, and mobile devices.
• Install, configure, and maintain desktop operating systems, applications, mobile device management solutions, and end-user devices.
• Assist with deployment and setup of 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.
• Implement security measures such as antivirus and encryption for desktop and mobile devices.
• 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.
• Stay current with industry trends and emerging technologies related to desktop and mobile support.
• Install, configure, repair, and maintain desktops, laptops, tablets, mobile devices, peripherals, related software, and onsite network devices.
• Perform basic onsite network troubleshooting and port activation or deactivation at SHC locations.
• Perform onsite hardware and software updates, configuration changes, and installations, and diagnose technical problems.
• Diagnose problems before onsite visits and determine required parts and documentation to reduce downtime and repeat trips.
• Determine whether OEM assistance is required and coordinate vendor parts or labor as needed.
• Provide technical support and setup for special events at SHC locations, such as conferences.
• Coordinate with desktop and network engineering teams to diagnose and resolve issues and recurring incidents.
• Keep the SHC Service Desk updated on incident status and promptly report resolution.
• Update the Asset Management tracking system accurately and on time.
• Maintain asset data, including warranty, license, and maintenance information, and assist with asset audits.
• Manage remedial or corrective action processes for lifecycle breaches and audit exceptions.
• 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 or 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