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L2

• technical support lead/shift lead/supervisor#26-35395
  $45
• 50 per hour
  Newport Beach, CA
  Onsite
  Job Description
  Our client, a Healthcare company, is looking for a L2
• technical support lead/shift lead/supervisor for their Newport Beach, CA location.

Responsibilities:

Client is seeking experienced, customer-focused individuals to serve as Level 2 MFA Enrollment Cohort Leads for the same enterprise-wide Microsoft passkey and Windows Hello for Business (WHfB) initiative.

Level 2 Specialists will serve as the assigned leader for a cohort of Level 1 Enrollment Support Specialists based on location, shift, or assigned area.

This is a hands-on leadership role: Level 2 Specialists will perform enrollment support while coordinating daily execution, accountable for Level 1 staff performance/attendance, coaching Level 1 staff, managing frontline escalations, and helping keep enrollment activity on track.

This is not an IAM or systems engineering role.

Level 2 Specialists must, however, have sufficient technical judgment to distinguish standard enrollment or device-support issues from issues that require Level 3 Cyber Engineering support.

Cohort Lead serve as the day today lead for an assigned cohort of Level 1 Enrollment Support Specialists based on hospital, clinic, geographic area, or shift.

Coordinate daily assignments, coverage, enrollment stations, priorities, and workflow in alignment with the Cybersecurity Project Manager.

Provide hand son, white glove support for Microsoft passkey and WHfB enrollment alongside Level 1 Specialists.

Coach Level 1 Specialists on enrollment procedures, customer interactions, mobile device and WHfB support, Smartsheet documentation, and escalation processes.

Serve as the first escalation point for issues that cannot be resolved through standard Level 1 procedures.

Troubleshot common enrollment, mobile device, Windows workstation, passkey, and WHfB issues using approved procedures and knowledge resources.

Determine whether an issue is a standard support issue, should be routed to another IT support team, or requires Level 3 Cyber Engineering.

Escalate suspected authentication platform, policy, configuration, provisioning, identity, or other engineering related issues to Level 3 Cyber Engineering with complete supporting information.

Collect relevant user, device, error, enrollment, and troubleshooting details before escalation to reduce handoffs and accelerate resolution.

Monitor cohort enrollment activity and help ensure work is completed accurately, consistently, and on schedule.

Maintain and help ensure accurate Smartsheet tracking of enrollment status, exceptions, escalations, assignments, and follow up activities.

Identify recurring technical issues, resource constraints, user concerns, or process gaps and communicate them promptly to the Cybersecurity Project Manager.

Adjust cohort coverage based on enrollment volume, clinical operations, employee availability, and changing project needs.

Reinforce approved change management messaging and maintain a consistent white love experience across the assigned cohort.

Provide timely updates to the Cybersecurity Project Manager regarding cohort progress, blockers, escalations, and support needs.

Requirements:

Experience in customer service, helpdesk, technical support, field support, healthcare support, or another high touch user facing environment.

ious experience serving as a team lead, shift lead, floor lead, trainer, escalation resource, or similar leadership role.

Strong leadership, communication, interpersonal, and customer service skills.

Strong familiarity with iOS and Android smartphones and mobile device navigation.

Comfortable supporting Windows workstations, mobile authentication, passkeys, WHfB, biometrics, PIN setup, device settings, QR codes, and browser workflows.

Strong troubleshooting and situational judgment, including the ability to determine when Level 3 Cyber Engineering support is required.

Ability to gather and document relevant technical information before escalating an issue.

Strong organization, documentation, accountability, and follow through.

Ability to coach Level 1 Specialists and provide direction during high volume or challenging situations.

Flexible and comfortable shifting staff or priorities based on changing enrollment needs.

Comfortable working in fast paced hospital and clinical environments.

Preferred Qualifications

Experience using Smartsheet or similar work management tools.

ious healthcare, physician, executive, or other high touch customer support experience.

Experience supporting MFA, passkeys, WHfB, device enrollment, or largescale technology adoption initiatives.

Familiarity with Microsoft authentication, Microsoft 365, Entra ID, or identity and access management concepts.

Required Education:

HS Diploma or GED.

s: English

Read Write Speak

Skills:

Required

Customer service

Helpdesk

Technical support

Field support

Healthcare support

Additional

Escalation management

Leadership

Communication

Interpersonal skills

Customer service skills

Ios navigation

Android navigation

Windows workstation support

Mobile authentication

Passkeys

Whfb

Biometrics

Pin setup

Device settings

QR codes

Browser workflows

Troubleshooting

Situational judgment

Technical documentation

Organization

Accountability

Followthrough

Coaching

Flexible staffing

Fastpaced hospital environments

Smartsheet

Physician support

Executive support

Mfa support

Passkey support

Whfb support

Team leadership

Shift leadership

Floor leadership

Training

Minimum Degree Required:

Completed High School (Diploma or GED)

Reporting Structure

This project based position reports directly to the Cybersecurity Project Manager or designated project leadership. Level 2 Specialists provide day to day coordination and leadership for their assigned Level 1 cohort and serve as the primary frontline escalation point. Advanced identity, authentication, policy, configuration, provisioning, or platform level issues are escalated to Level 3 Cyber Engineering.

Additional Information

Client will provide training on passkey and WHfB enrollment procedures, supported devices, Smartsheet tracking, leadership expectations, troubleshooting boundaries, approved communications, security requirements, and Level 3 Cyber Engineering escalation procedures.

Physical Job Requirements:

Bending/Stooping 3 to 6 hours Carrying 0 to 10 lbs 3 to 6 hours Carrying 11 to 25 lbs Up to 3 hours Carrying 26 to 50 lbs Never

Carrying 51 to 75 lbs Never

Climbing Up to 3 hours

Fixed neck position Yes

Hearing acuity required Yes

Lifting/Shifting 0 to 10 lbs 4 to 8 hours Lifting/Shifting 11 to 25 lbs 4 to 8 hours Lifting/Shifting 26 to 50 lbs Up to 3 hours Lifting/Shifting 51 to 75 lbs Up to 3 hours Pushing/Pulling 0 to 10 lbs 4 to 8 hours

Pushing/Pulling 11 to 25 lbs Up to 3 hours Pushing/Pulling 26 to 50 lbs Never Pushing/Pulling 51 to 75 lbs Never

Reaching 4 to 8 hours

Repetitive use of hands Yes

Sitting 4 to 8 hours Squatting/Kneeling 4 to 8 hours Standing 4 to 8 hour