Desktop Support

Desktop Support TechnicianLocation: Wilmington, DE 19801Work Model: Onsite / Field-BasedCoverage Model: Site-Aligned with Field MobilityTravel: Within assigned ~30-mile radiusShift Model: Business Hours + On-Call / Extended Support as requiredRole PurposeThe 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 BoundaryThe IT Deskside Support Engineer is fully accountable for:Business Hours & Non Business Hours On Call support requiredOnsite incident and request execution qualityPhysical device availability and readinessAccurate asset tracking and lifecycle updatesSafe handling of equipment in clinical environmentsTimely resolution of issues escalated from Service DeskClear communication with users, Service Desk, and resolver teamsExhaustive Key Responsibilities1. 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 failuresBoot, OS, driver, and performance issuesPeripheral 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.2. IMAC & Deployment Services (Install, Move, Add, Change)• Perform full IMAC lifecycle activities, including:New device deployments and refreshesUser onboarding and workstation setupPhysical moves and reconfigurationsDevice 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.3. Hardware & Peripheral Support• Provide hands on support for:Laptops and desktopsMonitors (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 where permitted under scope.• Ensure cleanliness, labeling, cabling discipline, and workstation safety.4. Smart Hands & Data Closet Activities• Execute smart hands tasks in data closets and site IT rooms, including:Cable tracing and patching (as instructed)Power cycling of devicesEquipment, labeling and verificationPhysical checks on network and 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.5. Healthcare Environment Sensitivity & Compliance• Operate with full awareness of healthcare sensitivity:Patient safetyInfection control zonesClinical workflow disruptions• Follow hospital and clinic access protocols at all times.• Ensure devices and 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.6. ServiceNow & Asset Management Discipline• Accurately update ServiceNow tickets with:Actions performed onsiteParts replacedUser confirmationsFollow up requirements• Maintain accurate asset records including:Device assignmentLocation changesStatus updatesSerial numbers and lifecycle stage• Ensure asset movements are fully traceable and auditable.• Prevent asset loss through strict documentation and handoff procedures.7. Site Rounding & Preventive Maintenance• Perform regular site walk throughs to:Proactively identify device issuesValidate workstation standardsSpot recurring failure patterns• Identify aging or unstable hardware before failure.• Validate printer health and consumable status as per scope.• Report environmental, cabling, power, or layout issues impacting IT readiness.• Support preventive maintenance activities planned by IT operations.8. Coordination with Service Desk & Resolver Teams• Act as the onsite execution arm for remote resolver teams.• Communicate clearly with Service Desk Leads on:Ticket progressDelays or access challengesAdditional scope requirements• Provide precise feedback for RCA and Problem Management.• Avoid “ghost closures” by validating user satisfaction post resolution.• Ensure smooth transition of tickets back to Service Desk upon completion.9. Field Mobility & Coverage Management• Travel within assigned 30 mile radius to provide field support.• Plan routes and activities 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.10. Quality, Safety & Professional Conduct• Deliver professional, courteous, and respectful onsite support.• Manage stressed or urgent users calmly and effectively.• Maintain clean, secure, and organized work practices.• Adhere strictly to safety guidelines while lifting or handling equipment.• Represent the organization professionally within healthcare locations.Operational Ownership (Explicit)• End to end ownership of assigned onsite tickets.• Physical resolution accuracy and completeness.• Asset tracking integrity and compliance.• Site readiness and equipment reliability.• Clear documentation and communication.Required Experience & Skill ProfileExperience• Minimum 4+ years of experience in:Deskside IT SupportField Support or Onsite IT Operations• Experience supporting enterprise or healthcare environments preferred.Technical Skills• Strong hands on experience with:Windows desktops and laptopsCommon peripherals and printersBasic networking conceptsRemote support coordination tools• Familiarity with ITSM tools (preferably ServiceNow).Behavioral & Operational Skills