About this role
Job description
Techbar Support Engineer - Charleston
Role TypeExperience
Techbar / Walk-up Support2-5 years
Role Summary
The Techbar Support Engineer delivers welcoming, efficient walk-up IT support from the Charleston Techbar. The role resolves common endpoint, mobile, access and collaboration issues at first contact, supports device readiness and user guidance, and coordinates complex or hardware-dependent work with Field Engineering, Service Desk, Endpoint Engineering and approved resolver teams.
Key Responsibilities
- Provide in-person, walk-up support for employees, clinicians and approved contractors during Techbar operating hours, Monday through Friday, 08:00-17:00 ET.
- Triage and resolve common Windows and macOS issues, Microsoft 365 problems, password and access requests, VPN and connectivity issues, printing, approved applications and endpoint-security prompts.
- Support iPhone, iPad and Android activation, enrollment, approved application setup, email configuration, accessory issues and basic Intune or JAMF compliance troubleshooting.
- Assist with device swaps, loaner issuance and return, new-hire device readiness, peripheral installation and approved break/fix activities that can be completed safely at the Techbar.
- Use ServiceNow to create or update every interaction, capture actions and user communication, select the correct service and configuration item, and document resolution or escalation details.
- Use BeyondTrust or approved tools when remote diagnosis is needed; validate the user experience before closing the interaction.
- Perform basic troubleshooting for monitors, docks, headsets, webcams, keyboards, mice, printers and other approved end-user peripherals.
- Validate endpoint enrollment, policy, encryption, patch and software-deployment status using approved SCCM/MECM, Intune, Autopilot or JAMF procedures; escalate platform-level failures to Endpoint Engineering.
- Maintain accurate asset and CMDB records for devices issued, received, swapped, loaned or returned through the Techbar.
- Manage the Techbar queue, appointments and waiting users; prioritize patient-care-impacting, VIP and high-priority issues according to established procedures.
- Maintain an organized and secure support area, including loaners, accessories, approved spares, data-protection controls and daily inventory reconciliation.
- Provide concise user guidance for approved tools and common procedures while avoiding unsupported application training or policy exceptions.
- Identify recurring issues, create or improve knowledge articles, and share trends with the Charleston Field Engineering Hub Lead.
- Coordinate unresolved issues with Field Engineering or other resolver groups while retaining clear ownership of user communication and handoff quality.
- Support planned adoption events, device-refresh activities and peak onboarding periods at the Charleston location when scheduled.
Required Skills and Qualifications
- 2-5 years of service desk, deskside, retail technology support, Genius Bar-style support or enterprise walk-up support experience.
- Hands-on troubleshooting of Windows 10/11, macOS, Microsoft 365, mobile devices, VPN, Wi-Fi, browsers, printers, docks and common enterprise peripherals.
- Experience with ServiceNow or a comparable ITSM platform; familiarity with BeyondTrust and endpoint tools such as Intune, SCCM/MECM, Autopilot or JAMF.
- Strong face-to-face customer service skills, including the ability to manage multiple waiting users, set expectations and communicate technical steps clearly.
- Ability to follow identity-verification, privacy, security, asset-control and change-management procedures in a healthcare environment.
- Ability to lift and move typical endpoint equipment and remain active throughout the support shift.
- Associate degree, technical diploma or equivalent practical experience. CompTIA A+, ITIL 4 Foundation, Microsoft 365 Fundamentals or Apple Device Support certification preferred.
Performance Expectations
- Deliver a high percentage of first-contact resolutions while avoiding unnecessary field dispatches.
- Maintain accurate ServiceNow documentation and user confirmation for every walk-up interaction.
- Achieve strong CSAT through professional communication, practical ownership and timely updates.
- Maintain complete accountability for Techbar loaners, accessories, spares, asset records and secure storage.
- Escalate patient-care-impacting, VIP, security-sensitive and unresolved incidents promptly through the correct support path.
- Contribute recurring-issue insights and knowledge improvements that reduce demand and improve the digital employee experience.
Working Conditions
- On-site position at the Charleston Techbar during the committed Monday-Friday, 08:00-17:00 ET coverage window.
- Schedule flexibility may be required for planned onboarding, refresh, go-live or high-volume support events.
- Role is customer-facing and requires sustained interaction with users in a healthcare setting.
- Employment is subject to applicable site access, badging, background screening, drug testing, immunization, privacy and security requirements.