Desktop Support Technician

Apptad Inc is hiring a Desktop Support Technician to deliver hands-on, onsite deskside support across healthcare facilities in Buffalo, NY. This role serves as the primary onsite execution and resolution arm for remote teams, helping keep clinical and time-critical environments running with fast, accurate fixes. You will work in a site-aligned, field-based model and support multiple locations while maintaining tight operational standards for safety, compliance, and documentation.

What you’ll do onsite

• Provide business hours and non-business hours on-call support as required.
• Act as the primary onsite technical resolver for incidents and requests escalated from the Service Desk.
• Deliver in-person support for clinicians, nurses, researchers, and corporate staff.
• Resolve laptop and desktop failures that cannot be remediated remotely.
• Troubleshoot and resolve boot, OS, driver, and performance issues.
• Troubleshoot and resolve peripheral connectivity and malfunctions.
• Restore operational capability quickly while maintaining healthcare safety and infection control requirements.
• Ensure minimal downtime for users performing patient care or time critical activities.
• Perform full IMAC lifecycle activities, including:
  • new device deployments and refreshes
  • user onboarding and workstation setup
  • physical moves and reconfigurations
  • device replacements and upgrades
• Coordinate installs based on user availability and site access constraints.
• Configure devices per standards, images, and security baselines, then validate post-deployment functionality before handover.
• Handle equipment returns and ensure old or replaced assets are secured, returned, or disposed of correctly.
• Provide hands-on support for:
  • laptops and desktops
  • monitors (single/multi display)
  • printers (local and network)
  • docking stations, keyboards, mice, and accessories
• Replace faulty components and coordinate warranty or vendor repair steps when required.
• Perform physical inspections to identify early hardware degradation risks.
• Execute smart hands/data closet activities as instructed, including cable tracing and patching, power cycling, equipment labeling and verification, and physical checks on network and infrastructure devices.
• Support remote Infrastructure, Network, or Cloud teams with physical interventions (within permitted scope).

Healthcare compliance and site readiness

• Follow safety, access control, and change awareness procedures strictly, including hospital and clinic access protocols.
• Ensure devices and tools do not interfere with medical equipment.
• Respect privacy, confidentiality, and data security requirements.
• Escalate immediately if any activity may pose operational or safety risk.
• Maintain cleanliness, labeling, cabling discipline, and workstation safety; represent the organization professionally within healthcare locations.
• Perform regular site walk-throughs to:
  • validate workstation standards
  • spot recurring failure patterns
  • proactively identify device issues and aging or unstable hardware
  • validate printer health and consumable status as per scope
• Report environmental, cabling, power, or layout issues impacting IT readiness.
• Support preventive maintenance activities planned by IT operations.

Documentation, asset tracking, and ticket ownership

• Maintain end-to-end ownership of assigned onsite tickets.
• Accurately update ServiceNow tickets with onsite actions performed, parts replaced, user confirmations, and any follow-up requirements.
• Document every smart hands action for audit and traceability.
• Maintain asset records including device assignment, location changes, serial numbers, and lifecycle stage, ensuring movements are traceable and auditable.
• Prevent asset loss through strict documentation and handoff procedures.
• Provide clear communication with Service Desk Leads on ticket progress, delays/access challenges, and additional scope requirements.
• Provide precise feedback for RCA and Problem Management and avoid “ghost closures” by validating user satisfaction after resolution.
• Ensure a smooth transition of tickets back to the Service Desk upon completion.

What you bring

• Minimum 4+ years of experience in Deskside IT Support.
• Minimum 4+ years of experience in Field Support or Onsite IT Operations.
• Experience supporting enterprise or healthcare environments preferred.
• Strong hands-on experience with Windows desktops and laptops.
• Strong hands-on experience with common peripherals and printers.
• Strong hands-on experience with basic networking concepts.
• Strong hands-on experience with remote support coordination tools.
• Familiarity with ITSM tools (preferably ServiceNow).
• High attention to detail with strong documentation discipline.
• Ability to work independently onsite with accountability.
• Strong communication and interpersonal skills.
• Ability to function under pressure in clinical environments; strong sense of ownership and reliability.
• Ability to lift and safely move IT equipment.
• Willingness to travel within the assigned field region (within an assigned ~30-mile radius).
• Flexibility for after-hours or emergency support when required.
• Adherence to organizational security and safety policies.

Schedule, location, and pay

• Location: Buffalo, NY (onsite / in person)
• Pay: $23.00 to $24.00 per hour
• Expected hours: 40.0 per week
• Shift model: Business Hours + On-Call / Extended Support as required

Technologies: ServiceNow, ITSM

Domain: Healthcare (Hospitals, Clinical Locations, Research Centers, Corporate Offices)

Operational ownership focus: end-to-end onsite ticket ownership, physical resolution accuracy, asset tracking integrity and compliance, site readiness and equipment reliability, and clear documentation and communication.