Desktop Support Technician (Tier II – Field Services)

About the role

The Desktop Support Technician (Tier II / Field Services) will provide hands‑on, on‑site assistance during an Active Directory and Microsoft 365 migration. Working within a Command Center / cutover model, you will ensure clinical and other end users receive immediate support throughout migration waves.

Key responsibilities

• Deliver Tier II on‑site desktop support during AD/M365 migration waves and command‑center operations.
• Troubleshoot post‑migration login issues, credential mismatches, and profile or access problems.
• Resolve M365 application access issues for Outlook, Teams, OneDrive, and other services.
• Assist users with mobile device management (MDM) re‑enrollment and phone setup.
• Perform endpoint troubleshooting on Windows OS, device connectivity, peripherals, and user profiles.
• Document all work in the ticketing system, follow triage workflows, and adhere to escalation procedures.
• Coordinate with internal teams for complex issues and maintain ownership through resolution.

Required profile

• 4+ years of hands‑on Tier II IT Help Desk / Desktop Support or Field Services experience.
• 4+ years supporting a Windows enterprise environment.
• Experience using an enterprise ticketing system.
• High School Diploma or GED.
• Flu‑shot compliance and willingness to wear a mask during flu season.

Required skills

• Active Directory (user account support, login troubleshooting).
• Microsoft 365 (Outlook, Teams, OneDrive).
• Windows operating system administration.
• Enterprise ticketing system usage.
• Mobile Device Management (MDM) concepts.