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IT Deskside Support Engineer || Latham, NY || Onsite (Latham, NY, 12128) | 08/21/26 Job Description Role- IT Deskside Support Engineer Location- 40 Century Hill Drive, Latham, NY 12110 Summary

JOB TITLE

IT Deskside Support Engineer

FUNCTION

Field / Deskside IT Support

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:

Laptop and desktop failures

Boot, OS, driver, and performance issues

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:

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 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:

Laptops and desktops

Monitors (single/multi‑display)

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 clinical‑adjacent equipment were permitted under scope.

Ensure cleanliness, labelling, cabling discipline, and workstation safety.

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). 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.

IT Deskside Support Engineer || Latham, NY || Onsite1deskside, support United States