Desktop Support at Insight Poway, California
disABLEDperson Inc
Desktop Support Technician (Tier II / Field Services) - AD Migration Command Center (On?Site)
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
SCHEDULE / SHIFTS
- On-site coverage supporting a 24x7 model
- Candidates must be comfortable with non-standard shifts (day/swing/night/weekends) based on command center schedule
Vacancy posted 11 hours ago
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