IT Systems Support Specialist

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for an IT Systems Support Specialist to play a dual role in performing limited AS400 administrator functions and serving on the Shield IT Help Desk team solving customer problems and providing solutions to their needs. Requires 4+ years’ experience with AS400 tasks and processes and 4+ years of hands-on Help Desk experience in a Windows environment interacting directly or via phone with internal business customers. This role has primary responsibility for performing and documenting daily AS400-related activities, escalating to Tier 3 Support when necessary. Across the full tech stack, 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 is an on-site position in Valencia, CA.

JOB RESPONSIBILITIES:

• AS400-Specific:
  1. Perform routine AS400 processes such as daily, weekly, and monthly backups including tape rotation.
  2. Ensure tapes are loaded and rotated internally and externally per company policy.
  3. Upon request, acquire and prepare tapes for data recovery.
  4. Support onsite and vendor resources when applying patches and upgrades or troubleshooting / addressing Mimix-related upgrades or issues.
  5. Perform, monitor, and support Magellan 30-1 and MediCal 40-1 transmissions.
  6. Provide on-demand reports
  7. Set up file permissions and monitoring by L-Par.
  8. Set up account permissions and perform table maintenance for access types
  9. Monitor scheduling and submitting of jobs
  10. Other AS400-support tasks as required by management
• All Other Supported Platforms / Solutions:
  1. Provide Tier 1 and Tier 2 level support for all end users including hardware, software, and access.
  2. Assist users with system lockouts, onboarding and offboarding processes, including deploying and collecting hardware as needed.
  3. Diagnose & document complex technical problems escalated from Level 1 support.
  4. Assist with the installation, configuration, and maintenance of computer systems and peripherals.
  5. Manage user accounts, permissions, and access rights across various systems.
  6. Build and maintain knowledge of all user-facing systems to ensure a high level of support.
  7. Maintain and perform system updates, patches, and software installations.
  8. Document and track support requests and resolutions using the Fresh Service ticketing system.
  9. Collaborate with other IT team members to identify and implement solutions to recurring issues.
  10. Responsible for maintaining currency of Help Desk ticketing system and ensuring timely closure of all incidents and service requests, including performing root cause analysis.
  11. Build proficiency in Fresh Service reporting and host rotating weekly Help Desk metrics reviews. Be inquisitive and actively participate during these reviews in problem identification and resolution brainstorming – we want your opinion!
  12. Monitor and test all conference room components and functionalities at all sites on a frequent basis.
  13. Maintain mobility device currency for OS and security updates via MDM services, including upgrades.

QUALIFICATIONS:

• Requires 4+ years’ hands-on experience with AS400 tasks and processes as defined in Accountabilities. This time can be concurrent with years of support for Windows-based solutions.
• 4 years’ experience 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.
  • 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.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

SALARY & BENEFITS:

• $27-32/hour
• Medical, Dental and Vision (Eligible first day of employment)
• Flexible Spending Account
• Life & Disability Insurance
• 401(k) with Company Match
• Vacation and Sick Days
• Paid Holidays
• Education Assistance
• Employee Referral Program

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.