Shields Health Solutions is hiring a
Tier 2 Support Agent

Summary

Join Shields Health Solutions as an IT Tier 2 Support Agent to provide technical support and hardware maintenance for end-users in a hybrid role requiring 3 days in office and 2 days working from home.

Requirements

• 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

Responsibilities

• Provide technical support and hardware maintenance for end-users
• Troubleshoot problems and complete tasks in person, by telephone, by email and via remote access in a timely and accurate fashion
• Document all work in Zendesk, our ticketing system