IT Tier 1 Helpdesk Technician

Shields Health Solutions • Stoughton, Massachusetts, United States • 4w ago

At Shields, we pride ourselves on our culture of inclusion and kindness and the difference we make in patients' lives every day. We are tremendously proud to be certified as a ‘Great Place to Work’ four years in a row. In 2022, we were awarded US Fortune Best Workplaces in Health Care™, Fortune Best Workplaces for Millennials™ & Fortune Best Workplaces for Women™.

Improving lives and elevating performance are at the heart of everything we do. That’s why more health system leaders trust Shields to elevate access, outcomes and growth within specialty pharmacy — delivering value throughout the entire health system. Leveraging our proven Shields Performance Platform – we deliver the financial results that health systems demand and the superior outcomes patients deserve. With the foremost leaders in specialty pharmacy on our team; proven success partnering with more than 70 health systems; and a vested interest in delivering measurable results – we are the partner health systems trust to transform their specialty pharmacy into a powerful growth engine and elevate performance where it matters most.

Shields Health Solutions is seeking an IT Tier 1 Helpdesk Technician to join our IT Helpdesk Team. This role serves as the first point of contact for end-users seeking technical support. The selected candidate will be responsible for onboarding new employees, user account creation, troubleshooting, maintaining equipment inventory and general IT support tasks to ensure efficient operations within the organization. This position requires to be present in our Stoughton, MA office 5 days a week.

Job Summary:

User Account Creations and Onboarding:
- Create new user accounts and manage all onboarding tickets.
- Ship new hire equipment.
- Assist in the promotion/transfer process for existing employees.
Imaging and Software Installation:
- Image computers for deployment.
- Install requested software on devices.
Shipping/Receiving and Inventory:
- Shipping and receiving of equipment including work from home setups.
- Maintain equipment inventory and notify manager when equipment order needed.
Troubleshooting and Hardware Support:
- General IT troubleshooting.
- Collaborate with the team on replacement of faulty computers, peripherals, keyboards, mice, webcams.
- Manage and maintain conference room meeting equipment.
- Created tickets with Lenovo Depot for warranty repair of computers.
- Maintain office printers and consumables (toner, paper, waste toner).
- Provide primary or backup support for Helpdesk phone line coverage as needed.
- Respond to and manage IT support tickets assigned by the IT Helpdesk manager.
Weekend Support:
- Part of rotating, on-call weekend remote support team.
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:

Minimum of 1-2 years of experience in a customer support or IT Helpdesk role
Associate or bachelor’s degree in information technology or technical certification (e.g., CompTIA ITF+, A+), are a plus
Basic troubleshooting knowledge of laptops and desktops, Microsoft Windows, and Office applications.
Familiar with software installation process
Strong customer service skills with the ability to communicate technical concepts to non-technical users effectively

Experience working in a collaborative environment

California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and .

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.