Sr. Tech Solutions Specialist

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Senior Technical Solutions Specialist will be responsible for providing advanced 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 ideal candidate will have extensive experience in IT support, strong problem-solving skills, and the ability to lead and mentor junior team members.

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.

• Ensure equipment is per the defined SHC standards

• Respond to and resolve complex help desk tickets in a timely manner.

• Perform routine maintenance and updates on desktop systems and mobile devices.

• Collaborate with IT team members to resolve complex technical issues.

• Lead and mentor junior team members, providing guidance and support as needed.

• Participate in IT projects and initiatives, providing technical expertise and support.

• Support Inpatient Telemedicine/Audio Visual Equipment

• After Hours/Weekend On-Call Support Rotation (Depending on Location)

• 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.

Education Qualifications

• Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate: Office 365

Experience Qualifications

• 5+ years of experience in endpoint management or a similar role.

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.

• Problem-Solving: Strong analytical and troubleshooting skills to diagnose and resolve technical issues efficiently.

• Communication: Excellent verbal and written communication skills to explain technical concepts to non-technical stakeholders.

• Project Management: Ability to manage multiple projects simultaneously, ensuring timely and effective delivery.

• Programming: Proficiency in programming and scripting languages relevant to the role.

• Customer Service: Exceptional customer service skills to handle client interactions and maintain positive relationships..

• Proven leadership and mentoring skills.

• 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.

• Video Conferencing Tools (Zoom, Teams, Vidyo Connect)

• Experience with remote desktop support tools and mobile device management (MDM) solutions.

• Familiarity with network troubleshooting and support.

• Attention to Detail: Keen attention to detail to ensure accuracy and quality in technical solutions.

• Adaptability: Ability to adapt to rapidly changing technologies and environments.

• Team Collaboration: Strong ability to work collaboratively with cross-functional teams.

• Strategic Thinking: Ability to think strategically and provide innovative solutions to complex problems.

• Time Management: Effective time management skills to prioritize tasks and meet deadlines.

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:

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