Help Desk Technician

Required Skills & Experience3–4 years of Service Desk / Help Desk experienceActive Directory experience (password resets, unlocks, login troubleshooting)ServiceNow experienceMicrosoft Office / Microsoft 365 experienceStrong customer service and phone support skillsHigh School Diploma or GED minimumNice to Have Skills & ExperienceA+ or other IT certificationsExperience supporting identity migrations or large-scale cutoversExperience in healthcare or other regulated environmentsJob DescriptionThe Service Desk Technician will provide remote end-user support during an Active Directory (AD) and Microsoft 365 (M365) migration. This role focuses on increased ticket volume and user assistance during cutover waves, with heavy emphasis on account/login issues, basic access troubleshooting, and user guidance through evolving documentation. The ideal candidate has strong customer service skills, can troubleshoot calmly under pressure, and is comfortable operating in a remote model using their own equipment while supporting PST business hours.KEY RESPONSIBILITIESProvide remote Tier I–II service desk support for users impacted by AD/M365 migration changesTroubleshoot and resolve common issues: o Password resets, account unlocks, login failures/slowness o Basic M365 access issues (Outlook, Teams, OneDrive) o Application sign-in issues related to migration credential changesFollow established runbooks/hot sheets; escalate appropriately when neededDocument troubleshooting steps and outcomes clearly in the ticketing systemMaintain high-quality customer interactions with clinicians and administrative usersSupport high-volume periods during migration waves with strong triage discipline WORKLOCATION / ELIGIBILITY100% remoteMust reside and work from one of the eligible states: AL, AZ, FL, CA, CO, GA, ID, IL, KY, KS, MA, MD, MO, MT, NE, NV, NC, OK, OH, TN, TX, UT, WA, WYMust work Pacific Time (PST) hours, regardless of locationMust be comfortable using personal equipment (home setup), including: o Laptop o Monitor(s) o Headset/microphone o Reliable internetPrimary schedule: Monday–Friday, 8:00am–5:00pm PSTPreference for flexibility to shift earlier start (7:00am–7:30am PST) if needed