IT Support Technician II – Onsite

Shield HealthCare - Medical Supplies for Care at Home Since 1957

. Provide tier 1 and tier 2 support for hardware, software, and access issues .

Posted 10/31/2026full-timeValencia • California • United StatesMid-LevelSenior💰 $28 - $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing tier 1 and tier 2 support for hardware and software issues, with a strong focus on Windows environments and user account management. Proficient in troubleshooting, documentation, and collaboration to enhance IT service delivery and user satisfaction.

Highest-signal resume keywords

Help Desk SupportWindows 11 SupportProblem-Solving SkillsDocumentation SkillsCompTIA A+ Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Tier 1 SupportTier 2 SupportSystem InstallationConfigurationTroubleshootingUser Account ManagementSystem UpdatesAS/400 ProcessesRemote ConnectivitySingle Sign-On

Soft Skills

Excellent CommunicationCustomer Service SkillsDetail-OrientedTeam CollaborationAbility to Multitask

Tools & Technologies

FreshserviceMS Office O365Microsoft ExchangeMDM ServicesHelp Desk Ticketing System

Certifications & Qualifications

CompTIA A+Network+Microsoft Certified Professional

Industry Keywords

Windows EnvironmentTechnical SupportUser-Facing SystemsIncident ManagementContinuous Improvement

About the role

Key responsibilities & impact

Provide tier 1 and tier 2 support for hardware, software, and access issues
Assist with system lockouts, onboarding and offboarding, and hardware deployment and collection
Investigate and document complex technical issues escalated by Level 1 support
Install, configure, and maintain computer systems and peripherals
Manage user accounts, permissions, and access rights
Maintain knowledge of user-facing systems
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
Maintain the Help Desk ticketing system and ensure timely closure of incidents and service requests
Perform root cause analysis
Build proficiency in Freshservice reporting and host rotating weekly Help Desk metrics reviews
Perform routine AS/400 processes, including backups and tape rotation
Monitor and test conference room components and functionality
Maintain mobility devices with current operating system and security updates via MDM services
Complete special projects supporting team and organizational objectives and continuous improvement initiatives

Requirements

What you’ll need

4+ years of hands-on Help Desk experience in a Windows environment
Experience supporting Windows PC-related issues, including system installation, configuration, communication, maintenance, upgrades, and replacement
Strong knowledge of Windows 11, MS Office O365, Microsoft Exchange, basic networking, and other applications
AS/400 experience is a plus
Strong problem-solving and troubleshooting skills for Windows applications, remote connectivity issues, and Single Sign-On
Ability to work independently and as part of a team
Ability to handle multiple tasks in a fast-paced environment
Excellent communication and white-glove customer service skills
Detail-oriented documentation and record keeping
Associate or Bachelor’s Degree in Computer Science, Information Technology, or related field are a plus
Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus
Must reside within a reasonable commuting distance of Valencia, CA or be willing to relocate at own expense
Ability to work Monday-Friday, 12:00 p.m.-8:30 p.m.

Benefits

Comp & perks

Medical, Dental and Vision (Eligible first day of employment)
401(k)
Vacation, Floating, Sick days
Flexible Spending Account
Life, AD&D Insurance
Education Assistance