Desktop Support Technician

IT Deskside Support Engineer

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. 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.

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

• Onsite Deskside & Field Incident Resolution
• IMAC & Deployment Services (Install, Move, Add, Change)
• Hardware & Peripheral Support
• Smart Hands & Data Closet Activities
• Healthcare Environment Sensitivity & Compliance
• ServiceNow & Asset Management Discipline
• Site Rounding & Preventive Maintenance
• Coordination with Service Desk & Resolver Teams
• Field Mobility & Coverage Management
• Quality, Safety & Professional Conduct

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:
• 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).

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.