Job Summary

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.

Key Responsibilities

Lead IT Deskside Support Engineer is fully accountable for: • Possess strong interpersonal and relationship building/relationship management skills. • He will be working closely with VIP/Executives users and should have supporting MAC devices. • Managing the DSS technician team along with IC role also strong Analytical skills. • Follow standard Service Desk procedures. • Provide courteous customer support to users through phone, walk in, and ticket requests. • Log all interactions, track and route issues and requests and document resolutions. • Monitor all open tickets to ensure prompt closure and resolution. • Identify and escalate situations requiring urgent attention. • Escalate tier 2 and 3 issues to the appropriate team(s). • Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company. • Research inquiries using available information resources. • Advise users on appropriate action. • Gather metrics on daily/weekly/monthly requests and work. • Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches. • Deploy and maintain smartphone fleet. • Maintain loaner devices. • Travel between sites to provide support as needed. (locally and within the US). • Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Skill Requirements

1. 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. ________________________________________ 2. 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. ________________________________________ 3. 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. • Support preventive maintenance activities planned by IT operations. ________________________________________ 4. 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. 

Other Requirements

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.