Desktop Support Technician

The Field Technician is responsible for the successful deployment and adoption of the Imprivata Digital Identity platform across several client locations. This individual will provide hands-on technical support throughout implementation efforts, working directly with end users, clinicians, administrative staff, and IT teams to install, configure authentication devices, resolve user issues, and ensure a seamless transition to new identity and access workflows. This role requires a combination of technical aptitude, customer service, and the ability to thrive in fast-paced healthcare environments where minimizing disruption to patient care is essential., * Install and configure Imprivata-compatible workstations, badge readers, authentication devices, and supporting hardware.

• Execute workstation setup, software installation, and system validation activities according to project plans.
• Participate in hardware refreshes, workstation replacements, and technology rollout initiatives.
• Verify device functionality and connectivity prior to production use.
• Assist implementation leads with site readiness activities and deployment logistics.
• End User Support
• Serve as the first point of contact for users experiencing authentication or access-related issues.
• Troubleshoot workstation login failures, badge tap functionality, authentication workflows, and peripheral device issues.
• Perform account assistance including badge enrollment, password resets, and user access validation.
• Escalate application or infrastructure issues requiring advanced technical support.
• Provide at-the-elbow support during implementation and activation events.
• Assist physicians, nurses, and ancillary staff as they transition to new authentication workflows.
• Respond quickly to production issues while maintaining a high level of customer service.
• Identify recurring issues and communicate trends to project leadership.

• Two or more years of desktop support, field services, or help desk experience.
• Working knowledge of Windows operating systems and Microsoft Office.
• Experience supporting enterprise authentication or endpoint technologies.
• Strong troubleshooting skills involving hardware, software, and user access issues.
• Excellent communication skills with both technical and non-technical audiences.
• Ability to travel between implementation sites as needed.
• A customer-first approach to technical support
• Strong organizational and time management skills
• Ability to work independently with minimal supervision
• Sound judgment when prioritizing multiple support requests
• Professionalism while interacting with clinicians, executives, and operational leadership
• Flexibility to support implementation schedules that may include evenings or weekends

Preferred qualifications include experience with:

• Imprivata Digital Identity or Imprivata OneSign
• Epic, Cerner, MEDITECH, or other Electronic Health Record (EHR) platforms
• Microsoft Active Directory and Microsoft Entra ID (Azure AD)
• SCCM, MECM, Microsoft Intune, or similar endpoint management tools
• Healthcare IT implementation or clinical technology support

Pay: $25.00 per hour

Application Question(s):

• Do you live in or near South Bend, IN?
• Do you have experience as an IT field tech or help desk technician?
• Are you comfortable with a 3 month contract? Meaning there is a start and end date to the position.
• Are you comfortable traveling in a 30 minute radius?