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, ensuring systems operate efficiently and providing end users with 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 position supports desktop, laptop, tablet, mobile, peripheral, and related software needs; performs basic onsite network troubleshooting; maintains asset information and process compliance; and supports inpatient telemedicine and audiovisual equipment. It also helps design and deploy AI-driven solutions to automate routine work and integrate AI into existing workflows. 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, 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.
• Strong experience troubleshooting, repairing, and supporting Windows 10, Windows 11, Mac operating systems, and common end-user applications such as MS Office 365, Outlook, and VPN.
• OEM certification or at least three years of documented service on at least two of the following hardware systems: HP, Dell, Tangent, and Apple desktop or laptop systems.
• Experience supporting Apple iPads and other common tablet devices.
• Experience supporting printers, monitors, external hard drives, network interface cards, and similar peripherals.
• Experience with Cisco routers, including 36XX, 76XX, and ASR 1XXX; Cisco Catalyst or Nexus switches; Cisco Aironet wireless access points; Infoblox Network Management Tools; and related 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 certification.
• CompTIA A+ certification.

Responsibilities

• Provide end-user device support during field visits or dispatches, representing SHC IT professionally.
• Troubleshoot Windows and Mac desktop systems, mobile devices, hardware, software, and common end-user applications.
• Install, configure, maintain, and update desktop operating systems, applications, mobile devices, and mobile device management solutions.
• Assist with deploying and setting up new desktop systems and mobile devices.
• Respond to and resolve help desk tickets in a timely manner.
• Implement security measures for desktop and mobile devices, including antivirus and encryption.
• Collaborate with IT team members to resolve complex issues and recurring incidents.
• Provide end-user training and support for desktop 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, port activation, and deactivation at SHC locations.
• Diagnose technical problems and determine solutions; prepare for field visits by identifying required parts and documentation to minimize downtime and repeat trips.
• Determine when OEM assistance is required and coordinate vendor parts or labor.
• Provide technical support and setup for special events at SHC locations, such as conferences.
• Maintain contact with desktop and network engineering teams to diagnose and resolve issues and recurring incidents.
• Provide regular status updates to the SHC Service Desk and promptly report incident resolution.
• Update the Asset Management tracking system accurately and on time.
• Maintain and track asset data, including warranty, license, and maintenance information.
• Assist with asset audits and manage exceptions through remedial action management.
• Manage remedial or corrective action processes for lifecycle compliance breaches.
• Help design and deploy AI-driven solutions that automate routine tasks and collaborate with cross-functional teams to integrate AI into 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