Helpdesk Support Engineer

Asian Heart Institute in Mumbai, India is seeking a Helpdesk Support Engineer to ensure the seamless operation of hospital IT systems. This pivotal role serves as the first point of contact for IT-related issues, providing essential technical assistance to hospital staff. Responsibilities include troubleshooting hardware and software problems, managing helpdesk tickets, and supporting critical healthcare applications such as HIS, EMR, PACS, LIS, and ERP systems. The position directly influences hospital operations, patient care, and administrative efficiency.

Key Responsibilities:

• IT Support & Troubleshooting: Offer first-level support for core hospital IT systems, diagnose and resolve issues with desktops, laptops, printers, and peripherals, and manage user account administration.
• Helpdesk Management & User Assistance: Monitor and manage helpdesk tickets for timely resolution, document IT issues and solutions, and escalate complex problems to appropriate teams. Provide both remote and on-site support.
• Network & System Support: Assist in maintaining hospital network infrastructure including Wi-Fi, LAN, and VPN. Troubleshoot basic network connectivity issues and collaborate with system administrators.
• Training & IT Awareness: Conduct IT training for staff on best practices, system usage, and cybersecurity awareness, with a focus on safe handling of sensitive patient data.
• IT Asset Management & Maintenance: Track and manage IT inventory, assist with hardware procurement and disposal, and perform routine system maintenance.

Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field.
• 1-3 years of experience in IT support, ideally within a hospital or healthcare setting.
• Proficiency in Windows OS, Linux, and basic networking concepts.
• Experience with Microsoft 365 suite (Outlook, Teams, OneDrive).
• Strong understanding of IT troubleshooting techniques and helpdesk ticketing systems.
• Familiarity with HIS, PACS, LIS, or EMR systems is a plus.