Job Responsibilities:
-Provide white-glove, in-person and/or virtual support for Microsoft passkey and WHfB enrollment.
-Guide users through approved mobile and Windows enrollment workflows, including authentication prompts, device settings, biometric setup, PIN setup, QR codes, browser workflows, and related steps.
-Provide professional, patient support and adapt communication based on the user’s role, technical comfort, and time constraints.
-Support personal and corporate-issued mobile devices and Hoag-supported Windows workstations using approved procedures.
-Verify successful passkey and WHfB enrollment and confirm authentication is functioning as expected.
-Proactively engage employees requiring assistance across assigned hospitals, clinics, departments, kiosks, and enrollment stations.
-Troubleshoot common passkey, WHfB, mobile-device, and enrollment issues using approved procedures and knowledge resources.
-Escalate issues outside documented Level 1 procedures to the assigned Level 2 Cohort Lead.
-Accurately update Smartsheet with enrollment status, exceptions, follow-up needs, and escalation details.
-Follow up on incomplete enrollment activities as directed and reinforce approved change-management messaging.
-Follow Hoag security, privacy, workplace, and patient-care requirements.
-Adapt to changing schedules, locations, assignments, and priorities, and follow direction from the assigned Level 2 Cohort Lead, Cybersecurity Project Manager, or designated project leadership.
Skills:
Required Skills & Experience:
-Experience in customer service, helpdesk, field support, healthcare support, hospitality, retail technology support, or another highly customer-facing environment.
-Excellent communication, interpersonal, and customer-service skills.
-Strong familiarity with iOS and Android smartphones and mobile-device navigation.
-Comfortable working with Windows workstations and guiding users through Windows-based setup processes.
-Comfortable supporting mobile authentication, passkey enrollment, WHfB enrollment, biometric authentication, PIN setup, device settings, QR codes, and browser workflows.
-Ability to provide patient, step-by-step assistance to users with varying technical abilities.
-Strong attention to detail; ability to follow procedures and accurately document activities.
-Calm and professional when assisting frustrated, resistant, busy, or time-constrained users.
-Ability to recognize when an issue falls outside Level 1 procedures and requires escalation.
-Flexible, dependable, organized, and comfortable working independently or as part of a team in fast-paced healthcare environments.
-Ability to work flexible schedules, including days, evenings, nights, and weekends.
Preferred Qualifications
-Familiarity with Smartsheet or similar work-management tools.
-Experience supporting healthcare employees, physicians, executives, or other high-touch populations.
-Experience supporting MFA, passkeys, WHfB, device enrollment, or large-scale technology adoption initiatives.
-Familiarity with Microsoft 365 or Microsoft authentication technologies.
Preferred Skills & Experience:
-N/A
Education:
Required Education:
-HS Diploma or GED.
Pay: $26.00 - $36.00 per hour
Expected hours: 30.0 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Education:
- High school or equivalent (Required)
Ability to Commute:
- Newport Beach, CA 92659 (Required)
Work Location: In person
