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Tier II Help Desk

Job

Insight Global

Poway, CA (In Person)

Full-Time

Posted 1 week ago (Updated 3 days ago) • Actively hiring

Expires 7/2/2026

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Job Description

Tier II Help Desk at Insight Global Tier II Help Desk at Insight Global in Poway, California Posted in 2 days ago.

Type:

full-time

Job Description:

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

(BARE MINIMUM): 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 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)