Field Service Technician

Job Description

Job Title: Field / IT Deskside Support Engineer

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Location: Pittsburgh, PA

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

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Work Model: Onsite / Field Based

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Coverage Model: Site aligned with field mobility

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Travel: Within approximately a 30-Mile radius

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Shift: Business hours with On-Call / Extended support as required

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CAREER GROWTH: Opportunities for professional development, certifications, and potential advancement into senior support or team leadership roles

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Role Purpose

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The IT Deskside Support Engineer is a frontline technical expert responsible for delivering hands-on, onsite support within healthcare facilities to ensure device reliability, uphold end-user productivity, and guarantee zero disruptions to critical clinical and business operations. This role provides physical presence and "smart hands" capabilities that are essential in environments where uptime, speed, and accuracy directly impact patient safety and care quality.

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This position acts as a vital extension of healthcare IT operations, bridging Service Desk, Infrastructure, Network, Security, and Application support teams through physical, device-level, and site-specific activities. It demands strong technical skills, disciplined processes, high situational awareness, and strict adherence to healthcare safety, access, and security protocols.

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Key Responsibilities

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• Act as the primary onsite resolver for escalated incidents, providing immediate and effective solutions
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• Support clinical staff, researchers, and administrative users with a focus on minimizing device downtime during critical operations
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• Perform lifecycle activities including device deployment, upgrades, moves, and replacements, ensuring smooth onboarding and transition
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• Support hardware peripherals, including printers, monitors, docking stations, and other accessories, ensuring optimal performance and timely repairs
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• Execute "smart hands" tasks in data closets and infrastructure rooms with strict adherence to safety and documentation standards
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• Ensure compliance with healthcare environment standards related to infection control, patient safety, and confidentiality
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• Maintain accurate asset and service records within ServiceNow, ensuring traceability and audit readiness
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• Conduct routine site walks to proactively identify potential issues, ensuring consistent device availability and performance
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• Coordinate effectively with remote resolver teams and support urgent dispatches or priority issues
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• Travel within designated area to support multiple sites, managing schedules efficiently to meet SLAs
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• Promote a professional, respectful, and safety-conscious work environment
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Operational Ownership & Expectations

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• Full accountability for onsite ticket resolution and device health
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• Accurate asset management and lifecycle adherence
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• Site readiness and proactive maintenance
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• Clear, timely documentation and communication of all activities
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Ideal Candidate Profile

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Experience:

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• 4+ years in Deskside or Field IT Support, preferably within healthcare or enterprise environments
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Technical Skills:

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• Proven hands-on experience with Windows desktops, laptops, peripherals, and basic networking
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• Familiarity with ITSM tools such as ServiceNow or similar platforms
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• Ability to troubleshoot hardware, OS, and peripheral issues efficiently
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Behavioral & Operational Skills:

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• High attention to detail and disciplined documentation habits
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• Independent worker with accountability and professionalism
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• Excellent communication and interpersonal skills, capable of managing stressed or urgent situations calmly
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• Strong ownership, reliability, and customer service orientation
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Additional Requirements:

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• Ability to safely lift and transport IT equipment
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• Willingness to travel within assigned region and support after-hours or emergency escalations as needed
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• Adherence to all safety and security policies
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A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

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Disclaimer

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HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on ziprecruiter.com for investigation.