Desktop Support Technician

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.