Job Application for IT Tier 2 Support Agent at Shields Health Solutions

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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. This includes installing, diagnosing, repairing, maintaining and upgrading hardware and equipment including desktops, laptops, printers, mobile devices and other peripherals to ensure optimal performance. In this role, you will troubleshoot problems and complete tasks in person, by telephone, by email and via remote access in a timely and accurate fashion. All work will be documented in Zendesk, our ticketing system. This is a hybrid role requiring 3 days in our Phoenix, AZ office and 2 days working from home. IT Tier 2 Support Agents report to the IT Helpdesk Manager.

Job Summary:

Demonstrates proficiency in Helpdesk - Tier 2 level skills including detailed knowledge of the following:

• Microsoft 365 including Teams, SharePoint
• Desktop, laptop, and printer hardware
• Image and configure desktops/laptops for deployment to new and existing employees
• Experience supporting PC hardware and software in a client-server environment
• Troubleshoot Tier 1 and 2 issues until resolved or escalated to Tier 3 team members
• Mobile device support for iPhones, Androids, and MiFi Devices
• Troubleshooting Multi-Factor Authentication application on devices
• Troubleshooting remote connectivity
• Perform timely workstation hardware and software upgrades as required.
• Experience with detailed documentation and working in a ticketing system
• Part of rotating team for on-call weekend remote support
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Works under immediate supervision, but at times need to exercise independent judgment

Qualifications and Skills:

• Certification, 2-year degree or greater in Computer Science, Computer Information Systems, Information Technology, or 3-4 years of experience in a related field or equivalent practical experience
• Minimum of 2 years customer support/help desk experience as a Tier 1 or Tier 2
• Customer service experience
• Ability to conduct research into PC issues and products
• Efficient in Active Directory and Azure Active Directory
• Knowledge of Microsoft Windows file sharing and permissions
• Knowledge of Microsoft Office applications with ability to support
• Effective people skills and relationship-building skills
• Strong written and oral communication skills: including communication of technical concepts to non-technical people
• Experience working in a collaborative environment
• Outstanding organization skills

California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy.

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Do you have at least 2 years of customer support/help desk experience as a Tier 1 or Tier 2?

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Please explain your experience in IT customer support/help desk.

WOTC Applicant Survey: Shields Heath Solutions is participating in the Work Opportunity Tax Credit (WOTC) program. This program is designed by the federal government to help companies with federal incentives for hiring and retaining individuals from certain targeted groups into the workforce. Your preliminary response to the IRS Form 8850 questions below will help determine if Shields Health Solutions qualifies for this program. Any information you provide will be kept confidential and will not negatively affect your job, wages, or taxes. Thank you in advance for your time and participation. In order to determine if Shields Health Solutions potentially qualifies for this program, please check the box, at your discretion, if any of the statements below apply to you. ► I received a conditional certification from the state workforce agency (SWA) or a participating local agency for the work opportunity credit. ► If any of the following statements apply to you. ► I am a member of a family that has received assistance from Temporary Assistance for Needy Families (TANF) for any 9 months during the past 18 months. ► I am a veteran and a member of a family that received Supplemental Nutrition Assistance Program (SNAP) benefits (food stamps) for at least a 3-month period during the past 15 months. ► I was referred here by a rehabilitation agency approved by the state, an employment network under the Ticket to Work program, or the Department of Veteran Affairs. ► I am at least age 18 but not age 40 or older and I am a member of a family that: a. Received SNAP benefits (food stamps) for the past 6 months, or b. Received SNAP benefits (food stamps) for at least 3 of the past 5 months, but is no longer eligible to receive them. ► I received supplement security income (SSI) benefits for any month ending during the past 60 days. ► I am a veteran and I was unemployed for a period or periods totaling at least 4 weeks but less than 6 months during the past year. ► I am a veteran and was unemployed for a period or periods totaling at least 6 months during the past year. ► I am a veteran entitled to compensation for a service-connected disability and I was discharged or released from active duty in the U.S. Armed Forces during the past year. ► I am a veteran entitled to compensation for a service-connected disability and I was unemployed for a period or periods totaling at least 6 months during the past year. ► I am a member of a family that: ► Received TANF payments for at least the past 18 months, or ► Received TANF payments for any 18 months beginning after August 5, 1997, and the earliest 18-month period beginning after August 5, 1997, ended during the past 2 years, or ► Stopped being eligible for TANF payments during the past 2 years because federal or state law limited the maximum time those payments could be made. ► I have been unemployed at least 27 consecutive weeks and for all or part of that period I received unemployment compensation.

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IT Tier 2 Support Agent

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