What are the responsibilities and job description for the Desktop Support Technician position at TEK Inspirations LLC?
Job Description -
Job Title: Desktop Support Technician (Tier II / Field Services) – AD Migration Command Center (On-Site)
3 Month Contract
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
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)
SCHEDULE / SHIFTS
- On-site coverage supporting a 24x7 model (See tracker for shift breakdown)
- Candidates must be comfortable with non-standard shifts (day/swing/night/weekends) based on command center schedule
24 hour role: Come prepared to let me know all shifts that work for you before a call.
Shift / Location
Shift Breakdown (PST)
R1: Mon–Fri Day (5)
R2: Mon–Fri Day (5)
R3: Mon–Fri Swing (5)
R4: Mon–Fri Swing (5)
R5: Mon–Fri Night (5)
R6: Sat–Wed Day (5)
R7: Sat–Wed Swing (5)
R8: Mon–Wed Sat–Sun Night (5)
R9: Thu–Mon Day (5)
R10: Mon Thu–Sun Swing (5)
Day: 6:30 AM – 3:00 PM
Swing: 2:30 PM – 11:00 PM
- Night: 10:30 PM – 7:00 AM