Job Description

Job Summary

The FSO Technician is responsible for deskside and field support for end users.  The role includes device deployment, incident/request resolution, asset handling, and on-site technical assistance to ensure clinicians and business users can work without interruption.

Key Responsibilities

Provide deskside and remote support for Windows and Apple laptops/desktops

• Troubleshoot and resolve issues related to Google Workspace / O365 / collaboration tools
• Perform device imaging, staging, deployment, and post-deployment validation
• Configure, support, and troubleshoot end-user devices and peripherals
• Support mobile devices (iOS/Android), enrollment, and basic MDM troubleshooting
• Diagnose and resolve hardware, OS, and application issues
• Manage tickets in ServiceNow or similar ITSM tool including updates and closure
• Follow ITIL processes for incident, request, and asset handling
• Assist with new-hire onboarding (accounts, devices, access coordination)
• Ensure accurate asset assignment and updates in the asset management system
• Perform asset tagging, inventory counts, and stockroom organization
• Coordinate depot/vendor repairs and warranty replacements
• Adhere to SLAs, security policies, and compliance standards required in healthcare
• Participate in rotational on-call and after-hours support when required

Skill Requirements

2–3 years of experience in deskside / field support / EUC support

• Strong knowledge of Windows 10/11 and basic Mac support
• Experience with ServiceNow or similar ticketing systems
• Working knowledge of networking basics (TCP/IP, Wi-Fi, VPN)
• Excellent troubleshooting and customer service skills
• Ability to work independently or as part of a team in clinical environments
• Ability to lift and move IT equipment as needed

Other Requirements

• Certification in relevant field (e.g., HVAC, electrical, etc.)
• Experience with [specific equipment or software]