Job Description
The Desktop Support Technician 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
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)
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & 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 & Experience
• Prior hospital / healthcare IT support experience
• ServiceNow experience
• Certifications: A+, Network+, Security+, CCNA
• Strong written and verbal communication skills; customer-service mindset
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.