LifeShield Help Desk Support

MidFirst Bank • Oklahoma City, OK

3d

About The Position

LifeShield is a dynamic and rapidly growing carrier focused on life and supplemental accident and health insurance products. The Help Desk Support role involves providing hands-on and remote technical support to end users, resolving a wide range of hardware, software, and connectivity issues while ensuring a high-quality customer experience. This role includes diagnosing and troubleshooting incidents beyond basic Tier 1 support, managing device deployments and repairs, supporting operating systems and common enterprise applications, following and improving IT processes, and escalating complex issues appropriately while collaborating with the IT Team to maintain stable, secure user environments.

Requirements

• Experience supporting non-technical users with patience and clear communication
• Exposure to both remote and in-person troubleshooting
• Hands-on experience with: Laptop/desktop setup and troubleshooting (windows and/or macOS); Printers, docks, monitors, mobile devices, peripherals; Performing device imaging, swaps, repairs, and refreshes
• Basic asset tracking or inventory experience
• Candidates must be able to lift up to 30lbs to carry technical supplies when needed.

Nice To Haves

• Related college coursework or certifications (e.g. preferred certifications include CompTIA A+, Network+, Security +; Microsoft 365 Certified Fundamentals; Microsoft Certified Windows Client; and Microsoft Certified Endpoint Administrator)
• Experience with ticketing systems such as Monday.com or ServiceNow is preferred, but not required.

Responsibilities

• Diagnose and resolve end-user issues related to hardware, operating systems, applications, peripherals, and basic network connectivity.
• Prepare, image, deploy, repair, and replace laptops, desktops, mobile devices, and peripherals. Manage asset inventory, lifecycle replacements, and hardware troubleshooting.
• Manage user accounts, password resets, group memberships, permissions, and access to standard applications. Support Microsoft 365 applications such as Outlook, Office, and Teams, VPN, and other productivity software.
• Document solutions, update knowledge bases, follow ITSM processes, identify recurring issues, and suggest improvements.
• Escalate complex issues to specialized teams, assist with root-cause analysis, support IT projects (upgrades, rollouts), and coordinate with networking, security, and systems teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed