2nd Shift IT Support Technician II- Onsite

Shield HealthCare - Medical Supplies for Care at Home Since 1957•Santa Clarita, CA

10d•$28 - $36•Onsite

About The Position

The IT Support Technician II is Shield’s first line of defense for resolving customer problems and meeting user needs. The role provides tier 1 and tier 2 support to end users for hardware, software, and access issues, and helps maintain seamless IT operations and high standards of customer service and technical excellence. The technician provisions equipment and access, handles incident tickets and service requests, coordinates with IT Security, and communicates corporate outage and status updates. This is an onsite role at Shield’s Valencia, California location and is not eligible for remote work. Regular onsite attendance is required. Candidates must live within a reasonable commuting distance or be willing to relocate at their own expense; relocation assistance is not available. The schedule is Monday through Friday, 12:00 p.m. to 8:30 p.m.

Requirements

At least 4 years of hands-on Help Desk experience supporting Windows PC issues, including system installation, configuration, communication, maintenance, upgrades, and replacement.
Strong knowledge of Windows 11 PCs, Microsoft Office O365, Microsoft Exchange, basic networking, and other applications.
Strong problem-solving skills with Windows applications, remote connectivity issues, and Single Sign-On.
Ability to work independently and as part of a team.
Practical problem-solving ability and solid troubleshooting skills.
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.
Attention to detail 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.
Regular onsite attendance at the Valencia, California location.
Ability to perform the listed physical duties, including occasional lifting, carrying, pushing, or pulling of items weighing up to 65 pounds.

Nice To Haves

AS/400 experience.
Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field.
Relevant certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional.

Responsibilities

Provide tier 1 and tier 2 support to end users for hardware, software, and access issues.
Assist users with system lockouts and onboarding and offboarding processes, including deploying and collecting hardware as needed.
Investigate and document complex technical issues escalated by Level 1 support.
Assist with installation, configuration, and maintenance of computer systems and peripherals.
Manage user accounts, permissions, and access rights across systems.
Build and maintain knowledge of user-facing systems to provide effective support.
Perform system updates, patches, and software installations.
Document and track support requests and resolutions in the ticketing system.
Collaborate with IT team members to identify and implement solutions to recurring issues.
Keep the Help Desk ticketing system current and ensure timely closure of incidents and service requests, including root cause analysis.
Build proficiency in Fresh Service reporting and host rotating weekly Help Desk metrics reviews.
Perform routine AS400 processes, including daily, weekly, and monthly backups and tape rotation.
Frequently monitor and test conference room components and functionality at all sites.
Keep mobility devices current with operating system and security updates through MDM services, including upgrades.
Complete special projects supporting team and organizational objectives and continuous improvement initiatives.
Coordinate with IT Security and provide corporate outage and status communications.