Onsite
Field Desktop Support
Contract
Wilmington, DE
Job Description:
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
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.
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).
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