Deskside Support Engineer
Skills
About This Role
Overview
- 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.
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