Job Description

Desktop Support Technician (Tier II / Field Services) – AD Migration Command Center (On‑Site)

3 Month Contract

Pay: $23-$25/hr

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

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