2nd Shift IT Support Technician II- Onsite

The IT Support Technician II is Shield’s first line of defense in solving customer problems and providing solutions to their needs. Requires 4+ years of hands-on Help Desk experience in a Windows environment interacting directly or via phone with business customers nationwide. Troubleshoot and solve simple to complex issues, provision equipment and access, coordinate with IT Security, manage incident tickets and service requests, provide corporate outage and status communications, and help ensure seamless IT operations. This role is crucial to maintaining our high standards of customer service and technical excellence.

This position requires regular onsite attendance at our Valencia, CA location.  The role is not eligible for remote work.  Candidates should only apply if they currently reside within a reasonable commuting distance or are willing to relocate at their own expense, as relocation assistance is not available.  

JOB RESPONSIBILITIES:

• Provide tier 1 and tier 2 level support for all end users including hardware, software, and access issues.
• Assist users with system lockouts, onboarding and offboarding processes, including deploying and collecting hardware as needed.
• Investigate and document complex technical issues escalated by Level 1 support.
• Assist with the installation, configuration, and maintenance of computer systems and peripherals.
• Manage user accounts, permissions, and access rights across various systems.
• Build and maintain knowledge of all user-facing systems to ensure a high level of support.
• Maintain and perform system updates, patches, and software installations.
• Document and track support requests and resolutions using the ticketing system.
• Collaborate with other IT team members to identify and implement solutions to recurring issues.
• Responsible for maintaining currency of Help Desk ticketing system and ensuring timely closure of all incidents and service requests, including performing root cause analysis. 
• Build proficiency in Fresh Service reporting and host rotating weekly help desk metrics reviews.
• Perform routine AS400 processes such as daily, weekly, and monthly backups including tape rotation.
• Monitor and test all conference room components and functionalities at all sites on a frequent basis.
• Maintain mobility devices current on latest OS and security updates via MDM services, including upgrades.
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

QUALIFICATIONS: 

• 4 years’ experience in a hands-on role performing support for Help Desk Windows PC related issues including, but not limited to system installation, configuration, communication, maintenance upgrade and replacement.
• Strong knowledge of PCs running Windows 11, MS Office O365, Microsoft Exchange, Basic Networking, and other applications. AS/400 experience is a plus.
• Strong problem-solving skills on Windows applications, remote connectivity issues, and Single Sign-On.
• Ability to work independently and as part of a team.
• Practical problem solving and solid troubleshooting skills are a must.
• Ability to handle multiple tasks in a fast-paced environment.
• Works well with others in a team-oriented environment.
• Excellent communication and white glove customer service skills.
• Detail oriented in documentation and record keeping, ensuring information is accurate and up to date.
• Maintain a professional appearance and positive attitude consistent with the company’s mission statement.
• Associate or Bachelor’s Degree in Computer Science, Information Technology, or related field are a plus. 
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

PHYSICAL DEMANDS: 

• This is primarily an office-based role with 0% of required travel.
• While performing the duties of this job, the employee is regularly required to sit, use a computer, keyboard, mouse, phone, and standard office equipment, and communicate verbally and in writing.
• The employee is frequently required to use hands and fingers to handle documents, operate office equipment, type, file, copy, scan, and perform other administrative tasks.
• The employee is occasionally required to stand, walk, bend, reach, stoop, or move within the office.
• The employee may occasionally lift, carry, push, or pull office supplies, files, meeting materials, or packages weighing up to 65 pounds.
• Specific vision abilities required for this role include close vision and the ability to view a computer screen, read documents, review data, and prepare written materials for extended periods.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the job.

SALARY & BENEFITS:

• $28-$36/hour
• Medical, Dental and Vision (Eligible first day of employment)
• 401(k) 
• Vacation, Floating, Sick days 
• Flexible Spending Account 
• Life, AD&D Insurance 
• Education Assistance

The posted range for this position is $28.00-$36.00 per hour which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay withing the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

Shield Healthcare, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.