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.