Deskside Support Engineer

Provides reliable, responsive, and professional IT support to ensure seamless access to technology for clinicians, staff, and business users. Performs hands‑on troubleshooting, installation, configuration, and maintenance of end‑user devices and applications, directly enabling safe patient care, operational continuity, and staff productivity across the hospital and its clinics.

End User and Deskside Support

• Acts as the first point of contact for all IT‑related issues, providing on‑site and remote deskside support.
• Troubleshoots hardware (PCs, laptops, thin clients, printers, scanners, mobile devices) and software (Windows OS, MS Office, EMR/EHR applications, hospital‑specific systems).
• Provides first‑level network support (connectivity, wireless access, VPN, device registration).
• Ensures minimal downtime for clinical and business staff by prioritising and resolving incidents promptly.

Application and System Support

• Supports hospital clinical and non‑clinical applications (EMR, ERP, PACS, HR/Finance systems).
• Troubleshoots access issues and coordinates with applications teams for escalations.
• Trains staff on the safe and effective use of hospital applications.

Device Deployment and Configuration

• Builds, configures, and deploys PCs, laptops, and clinical workstations according to standardised images and checklists.
• Installs and configures printers, barcode scanners, and specialised healthcare peripherals.
• Maintains consistency of desktop configurations by applying group policies, imaging standards, and endpoint security.
• Optimises workstation performance and usability in clinical environments.

Backup and Data Protection

• Performs daily, weekly, and monthly backups of critical end‑user data.
• Assists with data recovery requests and verifies backup integrity.
• Ensures secure handling of sensitive patient and business information in compliance with hospital policies and JCIA standards.

User Training and Communication

• Provides one‑on‑one and small group training on IT tools and applications (Microsoft 365, Teams, email, etc.).
• Communicates technical solutions clearly to non‑technical staff.
• Develops user guides and FAQ materials for common issues.

IT Operations and Collaboration

• Collaborates with Systems Administrators, Network Engineers, and DBAs to troubleshoot escalated issues.
• Maintains accurate IT asset management records for hardware, software, and licenses.
• Supports workstation patching and updates to meet security standards.
• Participates in IT audits and ensures compliance with regulatory frameworks.

Continuous Improvement and Compliance

• Recommends hardware and software improvements.
• Contributes to IT service improvement initiatives and SOP documentation.
• Completes mandatory JCIA, ITIL, and security‑related training.
• Stays current with emerging technologies and healthcare IT trends.

• Bachelor’s Degree in Computer Hardware, Networking, or an IT‑related field.
• Microsoft Certified Professional (MCP) or equivalent.
• CompTIA A+ or Network+ certifications preferred.

PROFESSIONAL

EXPERIENCE:

• Minimum of three (3) years of experience in end‑user hardware, software, and network support practices.
• Knowledge of healthcare IT environments and EMR/EHR systems.
• Knowledge of ITIL‑based support processes.
• Knowledge of endpoint protection and security platforms.
• Knowledge of backup operations.
• Skills in deskside/field IT support within enterprise or healthcare environments.
• Skills in Microsoft 365 support and troubleshooting.
• Skills in IT asset management and ticketing tools.
• Skills in professional, courteous, and user‑focused service delivery.
• Skills in clear English communication (verbal and written).
• Skills in collaboration with IT peers and multidisciplinary teams.
• Skills in optimising workstation performance and usability.
• Ability to troubleshoot complex technical issues with minimal disruption.
• Ability to adapt quickly to hospital‑specific applications and workflows.
• Ability to ensure compliance with security and JCIA standards.
• Ability to work effectively with clinical and non‑clinical staff.
• Ability to stay detail‑focused and accurate under pressure in fast‑paced environments.
• Ability to maintain accurate documentation and apply consistent IT standards.
• Ability to develop simple user guides and FAQ materials for staff.