Desktop Support Technician- PA location

Location: Canonsburg PA, Erie PA 16544, Camp Hill PA 17011, Pittsburgh PA 15224, Grove City PA 16127, Jefferson PA 15025, Monroeville PA 15146, Natrona Heights PA 15065, Pittsburgh PA 15222, Zelienople PA 16063, Jefferson Hills PA 15025

Domain: Healthcare (Hospitals, Clinical Locations, Research Centers, Corporate Offices)

Work Model: Onsite / Field Based – Site Aligned with Field Mobility. Travel within assigned ~30 mile radius. Shift Model: Business Hours + On Call / Extended Support as required.

About the Role

The IT Deskside Support Engineer is responsible for delivering hands-on, onsite technical support within healthcare facilities to ensure device reliability, end user productivity, and zero disruption to clinical and business operations. The role provides physical presence and smart hands capabilities that cannot be fulfilled remotely, especially in environments where uptime, speed, and accuracy directly impact patient care. This position is a critical extension of healthcare IT operations, bridging Service Desk, Infrastructure, Network, Security, and Application support teams by executing physical, device-level, and site-specific support activities. The role requires strong technical capability, disciplined process adherence, high situational awareness, and strict compliance with healthcare safety, access, and security standards.

Responsibilities

• Act as the primary onsite technical resolver for incidents escalated by the Service Desk. Provide in-person support for clinicians, nurses, researchers, and corporate staff.
• Resolve hardware, OS, and peripheral issues that cannot be remediated remotely, including:
  • Troubleshoot and resolve laptop and desktop failures, boot/OS/driver/performance issues, and peripheral connectivity/malfunctions.
  • Ensure minimal downtime for users performing patient care or time-critical activities.
• Perform full IMAC (Install, Move, Add, Change) lifecycle activities:
  • New device deployments and refreshes, user onboarding, workstation setup, physical moves, reconfigurations, device replacements, and upgrades.
  • Coordinate installations with user availability and site access constraints.
  • Configure devices as per standards, images, and security baselines; validate post-deployment functionality.
  • Ensure old or replaced assets are returned, secured, or disposed of correctly.
• Provide hands-on support for:
  • Laptops, desktops, monitors (single/multi-display), printers (local and network), docking stations, keyboards, mice, and accessories.
  • Replace faulty components and coordinate warranty or vendor repairs.
  • Perform physical inspections to identify early hardware degradation risks.
  • Support clinical-adjacent equipment where permitted under scope.
  • Ensure cleanliness, labeling, cabling discipline, and workstation safety.
• Execute smart hands tasks in data closets and site IT rooms:
  • Cable tracing and patching (as instructed), power cycling of devices, equipment labeling and verification, and physical checks on network/infrastructure devices.
  • Support remote Infrastructure, Network, or Cloud teams with physical interventions.
  • Follow safety, access control, and change awareness procedures strictly.
  • Document every smart hands action in the ticket for audit and traceability.
• Operate with full awareness of healthcare sensitivity:
  • Adhere to patient safety, infection control zones, and clinical workflow protocols.
  • Follow hospital and clinic access protocols; ensure devices/tools do not interfere with medical equipment.
  • Respect privacy, confidentiality, and data security requirements.
  • Escalate immediately if any activity may pose operational or safety risk.
• Maintain accurate ServiceNow ticket updates and asset records:
  • Document actions performed onsite, parts replaced, user confirmations, and follow-up requirements.
  • Track device assignment, location changes, status updates, serial numbers, and lifecycle stage.
  • Ensure asset movements are fully traceable and auditable; prevent asset loss through strict documentation.
• Perform regular site walk-throughs for proactive maintenance:
  • Identify device issues, validate workstation standards, and spot recurring failure patterns.
  • Identify aging or unstable hardware before failure; validate printer health and consumable status.
  • Report environmental, cabling, power, or layout issues impacting IT readiness.
  • Support preventive maintenance activities planned by IT operations.
• Coordinate with Service Desk and resolver teams:
  • Act as the onsite execution arm for remote teams; communicate ticket progress, delays, or additional scope requirements.
  • Provide precise feedback for RCA and Problem Management; validate user satisfaction post-resolution.
  • Ensure smooth transition of tickets back to Service Desk upon completion.
• Manage field mobility and coverage:
  • Travel within assigned 30-mile radius to provide field support; plan routes efficiently to meet SLA expectations.
  • Support multiple sites while maintaining response commitments; handle urgent dispatches during outages or priority issues.
  • Maintain readiness for extended hours, emergencies, or clinical escalations.
• Uphold quality, safety, and professional conduct:
  • Deliver professional, courteous, and respectful onsite support; manage stressed or urgent users calmly.
  • Maintain clean, secure, and organized work practices; adhere to safety guidelines for lifting/handling equipment.
  • Represent the organization professionally within healthcare locations.
• Operational ownership:
  • End-to-end ownership of assigned onsite tickets, physical resolution accuracy, asset tracking integrity, site readiness, and equipment reliability.
  • Ensure clear documentation and communication.

Requirements

• Minimum 4+ years of experience in:
  • Deskside IT Support, Field Support, or Onsite IT Operations.
  • Experience supporting enterprise or healthcare environments (preferred).
• Strong hands-on experience with:
  • Windows desktops and laptops, common peripherals, and printers.
  • Basic networking concepts and remote support coordination tools.
  • ITSM tools (preferably ServiceNow).
• Behavioral and operational skills:
  • High attention to detail and documentation discipline.
  • Ability to work independently onsite with accountability.
  • Strong communication and interpersonal skills.
  • Ability to function under pressure in clinical environments.
  • Strong sense of ownership and reliability.
• Additional expectations:
  • Ability to lift and move IT equipment safely.
  • Willingness to travel within assigned field region.
  • Flexibility for after-hours or emergency support when required.
  • Adherence to organizational security and safety policies.