Help Desk Technician

Helpdesk Support Technician / Enrollment Support Lead – Orange County, CA We are hiring multiple Helpdesk Support Technicians and Enrollment Support Leads for a short-term technology support project in Orange County, CA. This role will support a large-scale Microsoft Passkey and Windows Hello for Business enrollment initiative across hospitals, clinics, and outpatient locations. This is a strong fit for candidates with helpdesk, field support, customer service, healthcare support, retail technology support, or hands-on end-user support experience. Candidates must be patient, professional, dependable, and comfortable assisting users with varying levels of technical ability. Position Details Location: Orange County, CA Work Setting: Onsite across multiple healthcare facilities Project Length: 10 weeks Schedule: 30 hours per week Opportunity: Top performers may be considered for longer-term opportunities Pay: Competitive, based on role and experience Availability: Must be available for the full project with no planned time off Schedule Options May Include Monday–Friday, 11:00 AM–5:00 PM Monday–Friday, 6:30 PM–12:30 AM Tuesday–Saturday, 6-hour day/evening shifts Clinic support may shift to Monday–Friday, 10:00 AM–4:00 PM Role Focus Provide white-glove support for Microsoft Passkey and Windows Hello for Business enrollment Guide employees through mobile-device and Windows workstation setup Support iOS and Android smartphones, device settings, authentication prompts, QR codes, browser workflows, biometric setup, and PIN setup Assist physicians, nurses, clinical staff, executives, leaders, and administrative employees Troubleshoot common enrollment, mobile-device, and Windows setup issues using approved procedures Confirm successful enrollment and authentication functionality Document enrollment status, exceptions, follow-up needs, and escalations Escalate issues that fall outside standard Level 1 support procedures Maintain a calm, professional approach when working with busy, frustrated, resistant, or time-constrained users Travel between assigned Orange County facilities as project needs change Lead / Escalation Responsibilities May Include Serve as a working lead for assigned support staff, location, shift, or enrollment area Coordinate daily coverage, priorities, enrollment stations, and workflow Coach support staff on procedures, documentation, customer interactions, and escalation paths Act as the first escalation point for unresolved enrollment or device-support issues Gather relevant user, device, error, and troubleshooting details before escalation Help determine whether an issue can be resolved at the support level or needs higher-level technical escalation Monitor team progress, identify recurring issues, and help keep enrollment activity on track Required Experience High School Diploma or GED 2+ years of customer-facing experience in helpdesk, field support, technical support, healthcare support, hospitality, retail technology support, or a similar environment Strong familiarity with iOS and Android smartphones Comfort working with Windows workstations and guiding users through setup steps Strong communication, patience, professionalism, and customer-service skills Ability to follow documented procedures and accurately record activity Ability to recognize when an issue requires escalation Flexible, reliable, organized, and comfortable working in fast-paced healthcare environments Additional Requirements for Lead-Level Candidates 3–5+ years of customer-facing technical support, helpdesk, field support, healthcare support, or similar experience Prior experience as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role Strong troubleshooting judgment and ability to support high-volume or challenging situations Ability to coach others, shift priorities, and maintain accountability across a small team Helpful Experience Smartsheet or similar work-management tools Microsoft 365, Microsoft authentication, Entra ID, MFA, passkeys, WHfB, or device enrollment Healthcare, physician, executive, or other high-touch customer support Large-scale technology adoption or rollout projects Ideal Candidate The ideal candidate is customer-focused, technically comfortable, and calm under pressure. This role does not require engineering-level identity or access management experience. The priority is someone who can follow procedures, communicate clearly, help users through enrollment step by step, document accurately, and escalate appropriately when needed. Lead-level candidates should also be able to coach others, manage frontline escalations, keep coverage organized, and help ensure the team delivers a consistent, professional support experience.