Engagement Manager

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

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:
  • 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.

2. 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.

3. 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.

REQUIRED EXPERIENCE & SKILL PROFILE


Experience

• 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.