IT Deskside Support Engineer

Summary

JOB TITLE: IT Deskside Support Engineer
FUNCTION: Field / Deskside IT Support
WORK MODEL: Onsite / Field Based
COVERAGE MODEL: Site Aligned with Field Mobility
TRAVEL: Within assigned ~30 mile radius
SHIFT MODEL: Business Hours + On Call / Extended Support as required

ROLE PURPOSE

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.

ACCOUNTABILITY BOUNDARY

The IT Deskside Support Engineer Is Fully Accountable For Business Hours & Non-Business Hours On Call support required
Onsite incident and request execution quality
Physical device availability and readiness
Accurate asset tracking and lifecycle updates
Safe handling of equipment in clinical environments
Timely resolution of issues escalated from Service Desk
Clear communication with users, Service Desk, and resolver teams
Exhaustive Key Responsibilities

Exhaustive Key Responsibilities

• Onsite Deskside & Field Incident Resolution
  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.
  Troubleshoot and resolve:
  Laptop and desktop failures
  Boot, OS, driver, and performance issues
  Peripheral connectivity and malfunctions
  Ensure minimal downtime for users performing patient care or time critical activities.
  Restore operational capability with speed and accuracy while maintaining safety.
• IMAC & Deployment Services (Install, Move, Add, Change)
  Perform full IMAC lifecycle activities, including:
  New device deployments and refreshes
  User onboarding and workstation setup
  Physical moves and 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 before handover to the user.
  Ensure old or replaced assets are returned, secured, or disposed of correctly.
• Hardware & Peripheral Support
  Provide hands on support for:
  Laptops and desktops
  Monitors (single/multi display)
  Printers (local and network)
  Docking stations, keyboards, mice, accessories
  Replace faulty components and coordinate warranty or vendor repairs where required.
  Perform physical inspections to identify early hardware degradation risks.
  Support clinical adjacent equipment were permitted under scope.
  Ensure cleanliness, labelling, cabling discipline, and workstation safety.

Experience Required

• Minimum 4+ years of experience in:
  Deskside IT Support
  Field Support or Onsite IT Operations
• Experience supporting enterprise or healthcare environments preferred.
• Technical Skills
  Strong hands on experience with:
  Windows desktops and laptops
  Common peripherals and printers
  Basic networking concepts
  Remote support coordination tools
  Familiarity with ITSM tools (preferably ServiceNow).

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.