IT Deskside Support Engineer

TITLE : Desktop Support Technician

Location : Wilmington, DE 19801

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



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

________________________________________

1. 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:

o Laptop and desktop failures

o Boot, OS, driver, and performance issues

o 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.

________________________________________

2. IMAC & Deployment Services (Install, Move, Add, Change)

Perform full IMAC lifecycle activities, including:

o New device deployments and refreshes

o User onboarding and workstation setup

o Physical moves and reconfigurations

o 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.

________________________________________

3. Hardware & Peripheral Support

Provide hands on support for:

o Laptops and desktops

o Monitors (single/multi display)

o Printers (local and network)

o 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:

o Cable tracing and patching (as instructed)

o Power cycling of devices

o Equipment, labeling and verification

o Physical 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:

o Patient safety

o Infection control zones

o Clinical 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:

o Actions performed onsite

o Parts replaced

o User confirmations

o Follow up requirements

Maintain accurate asset records including:

o Device assignment

o Location changes

o Status updates

o Serial 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:

o Proactively identify device issues

o Validate workstation standards

o Spot 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:

o Ticket progress

o Delays or access challenges

o Additional 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 PROFILE

Experience

Minimum 4+ years of experience in:

o Deskside IT Support

o Field Support or Onsite IT Operations

Experience supporting enterprise or healthcare environments preferred.

________________________________________

Technical Skills

Strong hands on experience with:

o Windows desktops and laptops

o Common peripherals and printers

o Basic networking concepts

o Remote support coordination tools

Familiarity with ITSM tools (preferably ServiceNow).

________________________________________

Behavioral & 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.