IT Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $23 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shield

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

📋 Description

• Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure • Troubleshoot methodically by reviewing symptoms, logs, alerts, recent changes, and business impact to identify root causes • Provide customer support through phone, email, chat, remote sessions, and the IT service management platform • Review tickets, previous troubleshooting, and environmental context to determine next steps, identify patterns, and escalate appropriately • Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding • Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments • Diagnose connectivity, DNS, DHCP, VLAN, and other network issues; escalate to Tier Three Engineering while maintaining ownership through resolution • Review, triage, and respond to monitoring alerts and events • Build familiarity with customer environments and identify opportunities to prevent recurring issues, improve documentation, and increase support efficiency • Document customer communications, troubleshooting steps, findings, and resolutions in the IT service management platform • Create and improve knowledge base documentation, share lessons learned, and support cross-training • Perform approved application upgrades, maintenance, and after-hours support activities as needed

🎯 Requirements

• High school diploma or equivalent required • Associate degree in Information Technology or a related field preferred • Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi-customer support environment • Demonstrated experience troubleshooting beyond scripted solutions and standard knowledge base procedures • Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms • Experience supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or similar technologies • Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools such as NinjaOne, Veeam or comparable backup tools, VoIP, MDM, and network security appliances preferred • Strong technical curiosity and desire to continue developing expertise across cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies • Strong written and verbal communication skills, sound judgment, attention to detail, and ability to remain calm and organized while managing multiple issues • Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications are a plus, but not required • Ability to work Monday–Friday during core first-shift business hours covering the Pacific Time Zone, starting between 0700 and 0900 PST

🏖️ Benefits

• Opportunity to deepen technical expertise across cloud infrastructure, virtualization, networking, Microsoft technologies, monitoring, backup and recovery, automation, and security • Growth toward senior support or engineering responsibilities • Opportunity to share knowledge with teammates and support cross-training