IT Tier 2 Support Agent

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