Desktop/Field Support Engineer (Hospital IT Support) L2
Position Summary:
We are seeking a Field Support Desktop Engineer with technical expertise and a solid background in healthcare IT environments to join our 24/7 support team. This role is on 3rd Shift (Midnight to 8am) and focuses on imaging, deploying, maintaining, and troubleshooting desktops and laptops, while ensuring minimal downtime for hospital staff. You will work directly with clinical users and IT teams to support critical systems that impact patient care.
Work Location & Travel Requirements
While having personal transportation may be helpful, it is not required. Candidates should be comfortable traveling between locations using public transportation and transporting work equipment when necessary.
Key Responsibilities:
- Perform advanced installation, configuration, repair, and maintenance of desktops, laptops, and peripherals across hospital departments.
- Create, maintain, and deploy operating system images using enterprise imaging tools (e.g., SCCM, MDT, etc.).
- Troubleshoot and resolve complex hardware and software issues in a timely manner—both on-site and remotely.
- Handle PC refresh projects, user moves, hardware upgrades, and ad hoc support for hospital-wide IT projects.
- Respond to technical issues related to clinical systems, workstation-on-wheels (WOWs), and EMR terminals.
- Provision, profile, deploy and troubleshoot mobile devices using MobileIRon MDM.
- Communicate clearly with clinical users, IT peers, and leadership about issue status, resolution plans, and technical recommendations.
- Ensure all support and deployments adhere to HIPAA compliance and hospital IT security policies.
- Document procedures, configurations, issue resolutions, and asset inventory as part of IT operations best practices.
- Participate in on-call rotation and support after-hours emergencies when needed.
Knowledge, Skills & Abilities:
- Strong sense of urgency with the ability to prioritize and multitask in a healthcare environment.
- Ability to work independently while also collaborating with technical and clinical teams.
- Excellent communication and interpersonal skills to interact with clinicians and hospital staff.
- High level of professionalism, attention to detail, and problem-solving capability.
- Ability to lift up to 50 pounds and provide hands-on support throughout hospital facilities.
- Comfortable working in patient care areas and following hospital protocols.
Required Qualifications:
- Associate’s degree in Computer Science, Information Technology, or equivalent work experience.
- A minimum of 2 years of prior work experience with desktop engineering or field support experience
- Expertise in desktop/laptop imaging, configuration, and deployment.
- Knowledge of Windows operating systems, device drivers, and endpoint security.
- Experience or training with scripting (PowerShell, VBScript, Batch) to automate desktop tasks
- Familiarity with ServiceNow, Remedy, Zendesk, or other IT ticketing systems.
- Intermediate to advanced proficiency in Microsoft Office applications.
Preferred Experience (a plus):
- Prior expereince working in a hospital or clinical setting
- Experience with CrowdStrike (endpoint protection)
- Experience with Rapid7 (vulnerability management and security analytics)
- Experience with N-Able (remote monitoring and management)
- A+ Certification
- Microsoft Certified: Modern Desktop Administrator Associate
- Familiarity with HIPAA, PHI data handling, and ITIL best practices.
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Experience supporting EMR systems and clinical workflows is highly desirable
