A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
IT Deskside Support Engineer || Pittsburg, PA || Onsite (Pittsburgh, PA, 15231) | 08/27/26 Job Description Role- IT Deskside Support Engineer Location- 501 Penn Avenue, Pittsburgh, PA 15222 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 || Pittsburg, PA || Onsite1deskside United States
