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Desktop Support Technician

Insight Global
4 minutes ago
Contract
California
United States

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



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
  • Candidates must be comfortable with non-standard shifts (day/swing/night/weekends) based on command center schedule