Deskside Support Engineer American Hospital Dubai LLC

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.