Field Service Technician

Job Title: Field / IT Deskside Support EngineerLocation: Pittsburgh, PADomain: Healthcare (Hospitals, Clinical Locations, Research Centers, Corporate Offices)Work Model: Onsite / Field BasedCoverage Model: Site aligned with field mobilityTravel: Within approximately a 30-Mile radiusShift: Business hours with On-Call / Extended support as requiredCAREER GROWTH: Opportunities for professional development, certifications, and potential advancement into senior support or team leadership rolesRole PurposeThe IT Deskside Support Engineer is a frontline technical expert responsible for delivering hands-on, onsite support within healthcare facilities to ensure device reliability, uphold end-user productivity, and guarantee zero disruptions to critical clinical and business operations. This role provides physical presence and "smart hands" capabilities that are essential in environments where uptime, speed, and accuracy directly impact patient safety and care quality.This position acts as a vital extension of healthcare IT operations, bridging Service Desk, Infrastructure, Network, Security, and Application support teams through physical, device-level, and site-specific activities. It demands strong technical skills, disciplined processes, high situational awareness, and strict adherence to healthcare safety, access, and security protocols.Key ResponsibilitiesAct as the primary onsite resolver for escalated incidents, providing immediate and effective solutionsSupport clinical staff, researchers, and administrative users with a focus on minimizing device downtime during critical operationsPerform lifecycle activities including device deployment, upgrades, moves, and replacements, ensuring smooth onboarding and transitionSupport hardware peripherals, including printers, monitors, docking stations, and other accessories, ensuring optimal performance and timely repairsExecute "smart hands" tasks in data closets and infrastructure rooms with strict adherence to safety and documentation standardsEnsure compliance with healthcare environment standards related to infection control, patient safety, and confidentialityMaintain accurate asset and service records within ServiceNow, ensuring traceability and audit readinessConduct routine site walks to proactively identify potential issues, ensuring consistent device availability and performanceCoordinate effectively with remote resolver teams and support urgent dispatches or priority issuesTravel within designated area to support multiple sites, managing schedules efficiently to meet SLAsPromote a professional, respectful, and safety-conscious work environmentOperational Ownership & ExpectationsFull accountability for onsite ticket resolution and device healthAccurate asset management and lifecycle adherenceSite readiness and proactive maintenanceClear, timely documentation and communication of all activitiesIdeal Candidate ProfileExperience:4+ years in Deskside or Field IT Support, preferably within healthcare or enterprise environmentsTechnical Skills:Proven hands-on experience with Windows desktops, laptops, peripherals, and basic networkingFamiliarity with ITSM tools such as ServiceNow or similar platformsAbility to troubleshoot hardware, OS, and peripheral issues efficientlyBehavioral & Operational Skills:High attention to detail and disciplined documentation habitsIndependent worker with accountability and professionalismExcellent communication and interpersonal skills, capable of managing stressed or urgent situations calmlyStrong ownership, reliability, and customer service orientationAdditional Requirements:Ability to safely lift and transport IT equipmentWillingness to travel within assigned region and support after-hours or emergency escalations as neededAdherence to all safety and security policiesA candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.DisclaimerHCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.