Stanford Health Care Field Services Engineer in Redwood City, California
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Day - 08 Hour (United States of America)
The Stanford Medicine Technology and Digital Solutions team was formed to provide the Stanford Medicine community with the most innovative technology services as efficiently as possible. Led by Michael Pfeffer, CIO and Michael Halaas, Chief Operating Officer and Associate Dean in the School of Medicine, the unified organization brings together the best of the School of Medicine and Stanford Health Care IT to enable new opportunities for groundbreaking work and compassionate care. Together, the Technology and Digital Solutions team will work to break down historic organizational barriers to enable even greater collaboration across Stanford Medicine hospital and clinics, and the entire University
This is a Stanford Health Care job.
A Brief Overview
The Field Services Engineer is responsible for providing the configuration, management, and ongoing support of end user devices. This position supports Stanford Medicine in this capacity as it relates to application distribution systems and packaging, image management, and desktop system patch and upgrade execution and testing. The Field Services Engineer will be the primary contact for projects working directly with the TDS Project Manager(s), Operations Leads, project discovery, coordinating hardware preparation, scheduling staff, coordinating project tasks, implementation and go live support. The Field Services Engineer will have in-depth understanding of IT hardware, Epic modules, lab systems, ancillary systems, imaging systems, Helios systems, and health system operations. This position independently addresses issues and design decisions of high complexity with no direct supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization.
Stanford Health Care
What you will do
Administration of Zoom, SnapComms and other communication platforms
Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
Respond to and resolve incidents related to desktop systems in the Stanford Medicine environment, serving as a source of engineering support for desktop systems, desktop applications, client encryption and security, or application distribution systems.
Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
Assist with the thorough documentation, maintenance, and continuous improvement of standardized processes around user devices.
Provide functional expertise on projects and assist with requirement gathering, identification of emerging technologies, and
business case development.
Identify new hardware and end user devices that meet Stanford Medicine requirements
Perform onsite advanced network troubleshooting, port activation and deactivation at Stanford Medicine locations.
Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
Assist Field Service Technicians with diagnosing complex problems, determining needed parts and documentation.
Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
Provide technical support and setup during special events at Stanford Medicine locations such as conferences.
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 Stanford Medicine environment.
Coordinate and manage 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 Stanford Medicine standards
Work closely and build relationships with Stanford Medicine vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
Consult with Project Managers for procurement of IT hardware for projects and manage procurement
Partner with desktop engineering in user acceptance testing of MECM packages, troubleshooting tools, and incident trending.
Lead the setup and resolution of incidents related to specialized hardware like RFID enabled mounted and handheld scanners, zebra barcode scanners, RFID printers, etc.
Create and administer support event feedback mechanisms. Analyze results, make recommendations for support improvements, and integrate changes into the Help Desk function to improve first call resolution of issues
Identify system optimization and enhancements and collaborate with vendors and other TDS analysts in order to design and implement effective solutions
Lead small to medium complexity new software installations and enhancement requests
Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
Anticipate and resolve system problems through QA checks of change control documentation
Research issues and use independent analysis and judgment to produce solution options (including alternative solutions when necessary to address system limitations) to complex matters, including pros, cons, risks, benefits, costs, and unintended consequences
- High school diploma or Microsoft Windows Client Certifications (e.g., MD100, MD101)
- Ten+ (10) years of related work experience; experience in a healthcare IT environment preferable.
Required Knowledge, Skills and Abilities
Advanced skills with desktop technologies, toolsets, and methodologies such as:
MECM/SCOM o Windows Installer (MSI)
Packaging tools such as AdminStudio
VB Script / Powershell
Experience performing the activities above in Windows 10, Windows 11, and Mac operating systems.
Ability to effectively interact with all internal and external stakeholders involved in desktop systems support, as well as customers at all levels in the organization.
Strong task and time management skills, excellent oral and written communication skills, and strong technical expertise on all aspects of end user systems.
Excellent customer service orientation and verbal communication skills
Experience troubleshooting, repairing and supporting the following (or similar):
Windows 10, Windows 11, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN);
HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 10 years of documented service required on at least 2 hardware systems required;
Apple (iPad, iPhone) 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);
Beaker printers, POCT devices;
Grossing cameras, spot cameras;
Ultrasound network configuration;
Hands-on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
Experience conducting data and process auditing and quality assurance.
Ability to effectively interact with all internal and external stakeholders, as well as customers at all levels in the organization.
Preferably, strong experience in environments in which ServiceNow is the primary IT service management system.
Comprehensive knowledge of the principles, methods, and processes involved in supporting IT Asset logistics operations.
Experience developing and implementing processes to ensure consistent classification and management of CI’s, and for verification and audit of configuration/asset records
Ability to analyze highly complex systems and workflows
Ability to conceptualize, plan, organize, coordinate, and manage the work of a major program or function within the department
Knowledge of Epic Software as well as other information systems, clinical software, and computer applications used in a health care setting
Understanding of Software Development Life Cycle (SDLC)
Knowledge of a variety of server operating systems, storage systems, databases, scripting languages, monitoring and job scheduling tools
Licenses and Certifications
DL - Driver’s License – Any US State
CAPM - Certified Associate In Project Mgmt
Physical Demands and Work Conditions
Blood Borne Pathogens
- Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks
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.
Base Pay Scale: Generally starting at $49.66 - $65.80 per hour
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.
At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.
As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.
Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .