Desktop Support Engineer

The PCF Desktop Service Engineer provides on-site and remote technical support to 1Life Primary Care Facilities (PCFs) to ensure the reliable operation of computers, peripherals, networks, applications, and other technology used in daily PCF operations.
The role serves as the first-line technical support for PCF teams, promptly resolving IT-related concerns and coordinating with the appropriate internal teams or external vendors for issues requiring escalation.

Key Responsibilities
1. PCF IT Support
Provide first-level technical support to PCF staff, including BMs, physicians, HCAs, SAs, medtechs, and administrative personnel.
Troubleshoot and resolve hardware, software, connectivity, and peripheral-related issues.
Assist users with proper use of computers, printers, scanners, POS devices, tablets, and other PCF equipment.
Conduct regular checks of PCF IT equipment to identify and address potential issues before they affect operations.

2. Systems & Application Support
Provide frontline support for PCF systems and applications, including EMR, POS, registration, dispensing, booking, and other operational platforms.
Assist users in resolving basic system access, login, configuration, and application-related concerns.
Document system issues and coordinate with IT, developers, or system owners for issues requiring escalation.
Support system rollouts, updates, testing, and implementation activities in PCFs.
Assist PCF teams during system dry runs and new technology deployments.
Assist in NexaCare, HoloCare or any other projects assigned by the VP for PCF.

3. Network & Connectivity
Troubleshoot basic internet, Wi-Fi, LAN, router, and network connectivity issues.
Coordinate with internet service providers and internal IT teams when connectivity issues require escalation.
Perform basic network and connectivity checks to determine the source of PCF disruptions.
Help ensure stable connectivity for critical PCF operations.

4. Hardware & Device Management
Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, tablets, POS devices, and other IT equipment.
Maintain an updated inventory of IT equipment assigned to each PCF.
Assist in the setup and deployment of IT equipment for new PCFs, booths, Community Runs, and other PCF activities.
Coordinate repair, replacement, warranty, and preventive maintenance of IT equipment.

5. PCF Opening & Operational Support
Provide technical support during the opening and activation of new PCFs.
Conduct pre-opening IT readiness checks covering computers, connectivity, printers, peripherals, and required applications.
Provide on-site support during major PCF activities, system implementations, and operational events when required.
Help ensure that critical IT issues are resolved quickly to minimize disruption to patient services.

6. User Training & Technical Guidance
Provide basic orientation and training to PCF personnel on the proper use of IT equipment and applications.
Develop simple troubleshooting guides and user instructions for recurring PCF issues.
Promote proper IT practices, including device care, account security, password protection, and appropriate system usage.

7. Incident Management & Reporting
Receive, record, monitor, and resolve PCF IT concerns through the designated support channel or ticketing system.
Prioritize incidents based on their impact on patient services and PCF operations.
Maintain proper documentation of reported issues, actions taken, resolution, and escalation.
Provide regular reports on recurring issues, unresolved concerns, equipment status, and PCF IT readiness.
Identify recurring technical problems and recommend preventive solutions.

8. Coordination & Escalation
Coordinate with the IT team, system administrators, developers, vendors, internet service providers, and other support teams as needed.
Escalate issues that require higher-level technical intervention while maintaining ownership until resolution.
Work closely with PCF Operations to ensure technical issues do not unnecessarily delay patient services.

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.
At least 1–3 years of experience in desktop support, IT helpdesk, technical support, or a similar role.
Experience providing on-site IT support is preferred.
Strong knowledge of Google, Windows OS, Microsoft Office/365, desktop hardware, printers, scanners, and other peripherals.
Basic knowledge of LAN, Wi-Fi, TCP/IP, routers, and network troubleshooting.
Experience in troubleshooting software, hardware, connectivity, and user-access issues.
Familiarity with EMR, POS, healthcare systems, or multi-site operations is an advantage.
Experience with IT ticketing systems, remote support tools, and IT asset management is an advantage.
Strong troubleshooting and problem-solving skills.
Good communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
Highly responsive, organized, and customer-service oriented.
Able to work independently and manage multiple support requests simultaneously.
Willing to travel to different PCF locations as required.
Able to work in a fast-paced healthcare environment and respond to urgent operational IT concerns.