IT Tier 2 Support Agent - Remote

Overview

Shields Health Solutions is seeking an IT Tier 2 Support Agent to join the IT Helpdesk Team. This role provides a point of contact for end-users to receive support and hardware maintenance within the organization's desktop computing environments.

In Short

• Provide IT support and hardware maintenance for end-users.
• Install, diagnose, repair, maintain, and upgrade hardware and equipment.
• Troubleshoot problems via in-person, telephone, email, and remote access.
• Document all work in Zendesk, the ticketing system.
• Hybrid role requiring 3 days in the office and 2 days remote.
• Support Microsoft 365 applications, including Teams and SharePoint.
• Experience with desktop and laptop hardware.
• Provide mobile device support and troubleshoot connectivity issues.
• Participate in on-call weekend remote support.
• Lift and transport moderately heavy objects, such as computers.

Requirements

• Certification or degree in Computer Science or related field.
• Minimum 2 years of customer support/help desk experience.
• Proficiency in Active Directory and Azure Active Directory.
• Knowledge of Microsoft Windows file sharing and permissions.
• Strong communication skills for technical concepts.
• Ability to work collaboratively in a team environment.
• Outstanding organization skills.
• Experience in troubleshooting PC hardware and software issues.
• Ability to research PC issues and products.
• Customer service experience.

Benefits

• Equal employment opportunities for all employees.
• Prohibition of discrimination and harassment.
• Privacy rights for California residents.