Desktop Support Technician

JOB DESCRIPTION

The Desktop Support Technician (Tier II / Field Services) will provide hands-on, on-site support for an Active Directory (AD) and Microsoft 365 (M365) domain migration effort. This role is part of a Command Center / cutover support model , ensuring end users (including clinical staff) receive immediate assistance during migration waves.

The technician will troubleshoot login/authentication issues , device access problems, application sign-in nuances (old vs. new credentials), and mobile device re-enrollment workflows. The ideal candidate is calm under pressure, highly customer-focused, and comfortable providing support in a hospital environment while following evolving documentation and escalation paths.

KEY RESPONSIBILITIES

• Provide Tier II on-site desktop support during AD/M365 migration waves and command center operations
• Troubleshoot post-migration login issues (slow/failing sign-in, credential mismatches, profile/access issues)
• Support M365 access issues (Outlook, Teams, OneDrive) and application authentication problems
• Assist users with mobile device management (MDM) / phone re-enrollment as required by migration
• Perform endpoint troubleshooting (Windows OS, profiles, device connectivity, peripherals)
• Document work clearly in the ticketing system; follow triage workflows and escalation procedures
• Coordinate with internal teams for complex issues and ensure ownership through resolution
• Maintain professionalism and situational awareness while supporting clinical workflows

REQUIRED SKILLS AND EXPERIENCE

• 4+ years of experience in an on-site, hands-on Tier II IT Help Desk / Desktop Support / Field Services role
• 4+ years supporting a Windows enterprise environment
• 4+ years using an enterprise ticketing system
• Enterprise experience (large-scale user/device support environments)
• Active Directory experience (user account support, login troubleshooting)
• High School Diploma or GED
• Flu shot compliance and willingness to wear a mask during flu season (as required)
• Ability to meet physical demands outlined below

NICE TO HAVE SKILLS AND EXPERIENCE

• Prior hospital / healthcare IT support experience
• ServiceNow experience
• Certifications: A+ , Network+ , Security+ , CCNA
• Strong written and verbal communication skills; customer-service mindset