Role- IT Deskside Support Engineer
Location- Wexford, PA
Summary
JOB TITLE: IT Deskside Support Engineer
FUNCTION: Field / Deskside IT Support
WORK MODEL: Onsite / FieldBased
COVERAGE MODEL: SiteAligned with Field Mobility
TRAVEL: Within assigned ~30mile radius
SHIFT MODEL: Business Hours + OnCall / Extended Support as required
ROLE PURPOSE
The IT Deskside Support Engineer is responsible for delivering handson, onsite technical support within healthcare facilities to ensure device reliability, enduser productivity, and zero disruption to clinical and business operations. The role provides physical presence and smarthands 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, devicelevel, and sitespecific 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 OnCall 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 inperson support for clinicians, nurses, researchers, and corporate staff.
Resolve hardware, OS, and peripheral issues that cannot be remediated remotely.
Troubleshoot and resolve:
Laptop and desktop failures
Boot, OS, driver, and performance issues
Peripheral connectivity and malfunctions
Ensure minimal downtime for users performing patientcare or timecritical 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:
New device deployments and refreshes
User onboarding and workstation setup
Physical moves and reconfigurations
Device replacements and upgrades
Coordinate installations with user availability and site access constraints.
Configure devices as per standards, images, and security baselines.
Validate postdeployment functionality before handover to the user.
Ensure old or replaced assets are returned, secured, or disposed of correctly.
3. Hardware & Peripheral Support
Provide handson support for:
Laptops and desktops
Monitors (single/multidisplay)
Printers (local and network)
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 clinicaladjacent equipment were permitted under scope.
Ensure cleanliness, labelling, cabling discipline, and workstation safety.
REQUIRED EXPERIENCE & SKILL PROFILE
Experience
Technical Skills
Additional Expectations
Ability to lift and move IT equipment safely.
Willingness to travel within assigned field region.
Flexibility for afterhours or emergency support when required.
Adherence to organizational security and safety policies.
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