TECH SOLUTIONS SPECIALIST

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This is a Stanford Health Care job.
A Brief Overview
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.
Locations
Stanford Health Care
What you will do

• 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)

Education Qualifications

• High school diploma, technical training, or equivalent combination of education and technical experience.

Experience Qualifications

• 3 years of related work experience; experience in a healthcare IT environment preferable.

Required Knowledge, Skills and Abilities

• 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)

Licenses and Certifications

• DL - Driver’s License – Any US State .

These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.