2nd Shift IT Support Technician II- Onsite

IT Operations Full Time 001 Valencia, Valencia, CA, US

3 days ago Requisition

Salary Range: $28.00 To $36.00 Hourly

The IT Support Technician II is Shield’s first line of defense in solving customer problems and providing solutions to their needs. Requires 4+ years of hands-on Help Desk experience in a Windows environment interacting directly or via phone with business customers nationwide. Troubleshoot and solve simple to complex issues, provision equipment and access, coordinate with IT Security, manage incident tickets and service requests, provide corporate outage and status communications, and help ensure seamless IT operations.

This role is crucial to maintaining our high standards of customer service and technical excellence.

This position requires regular onsite attendance at our Valencia, CA location. The role is not eligible for remote work. Candidates should only apply if they currently reside within a reasonable commuting distance or are willing to relocate at their own expense, as relocation assistance is not available.

JOB RESPONSIBILITIES:

• Provide tier 1 and tier 2 level support for all end users including hardware, software, and access issues.
• Assist users with system lockouts, onboarding and offboarding processes, including deploying and collecting hardware as needed.
• Investigate and document complex technical issues escalated by Level 1 support.
• Assist with the installation, configuration, and maintenance of computer systems and peripherals.
• Manage user accounts, permissions, and access rights across various systems.
• Build and maintain knowledge of all user-facing systems to ensure a high level of support.
• Maintain and perform system updates, patches, and software installations.
• Document and track support requests and resolutions using the ticketing system.
• Collaborate with other IT team members to identify and implement solutions to recurring issues.
• Responsible for maintaining currency of Help Desk ticketing system and ensuring timely closure of all incidents and service requests, including performing root cause analysis.
• Build proficiency in Fresh Service reporting and host rotating weekly help desk metrics reviews.
• Perform routine AS400 processes such as daily, weekly, and monthly backups including tape rotation.
• Monitor and test all conference room components and functionalities at all sites on a frequent basis.
• Maintain mobility devices current on latest OS and security updates via MDM services, including upgrades.
• Completes special projects as assigned, supporting team and organizational objectives and continuous improvement initiatives.

QUALIFICATIONS:

• 4 years’ experience in a hands-on role performing support for Help Desk Windows PC related issues including, but not limited to system installation, configuration, communication, maintenance upgrade and replacement.
• Strong knowledge of PCs running Windows 11, MS Office O365, Microsoft Exchange, Basic Networking, and other applications. AS/400 experience is a plus.
• Strong problem-solving skills on Windows applications, remote connectivity issues, and Single Sign-On.
• Ability to work independently and as part of a team.
• Practical problem solving and solid troubleshooting skills are a must.
• 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.
• Detail oriented 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.
• Associate or Bachelor’s Degree in Computer Science, Information Technology, or related field are a plus.
• Relevant certifications…