Tier II Help Desk

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 (BARE MINIMUM):

• 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
• 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

WORK ENVIRONMENT / PHYSICAL REQUIREMENTS:

• Light to moderate energy level
• Lift/carry 25–35 lbs
• Push/pull 50–100 lbs (e.g., IT carts, equipment, similar physical demands)
• Frequent keyboard / repetitive motion; continuous talking/hearing during support interactions
• Occasional bending, climbing, reaching, walking, standing, squatting/kneeling/crawling
• Lifting requirements: occasional 11–25 lbs (floor-to-waist and waist-and-above)