LifeShield Help Desk Support

Job Description

LifeShield is a dynamic and rapidly growing carrier. LifeShield focuses on life and supplemental accident and health insurance products for individuals, families, businesses and associations, while LAC specializes in Life and A&H in the financial services industry.

Help Desk employees are deskside support professionals who provide hands-on and remote technical support to end users, resolving a wide range of hardware, software, and connectivity issues while ensuring a high-quality customer experience. They diagnose and troubleshoot incidents beyond basic Tier 1 support, manage device deployments and repairs, support operating systems and common enterprise applications, follow and improve IT processes, and escalate complex issues appropriately while collaborating with the IT Team to maintain stable, secure user environments.
Primary Responsibilities

Diagnose and resolve end-user issues related to hardware, operating systems, applications, peripherals, and basic network connectivity.
Prepare, image, deploy, repair, and replace laptops, desktops, mobile devices, and peripherals. Manage asset inventory, lifecycle replacements, and hardware troubleshooting.
Manage user accounts, password resets, group memberships, permissions, and access to standard applications. Support Microsoft 365 applications such as Outlook, Office, and Teams, VPN, and other productivity software.
Document solutions, update knowledge bases, follow ITSM processes, identify recurring issues, and suggest improvements.
Escalate complex issues to specialized teams, assist with root-cause analysis, support IT projects (upgrades, rollouts), and coordinate with networking, security, and systems teams.

Position Requirements
Qualified candidates will possess the following:

Experience supporting non-technical users with patience and clear communication
Exposure to both remote and in-person troubleshooting
Hands-on experience with: Laptop/desktop setup and troubleshooting (windows and/or macOS); Printers, docks, monitors, mobile devices, peripherals; Performing device imaging, swaps, repairs, and refreshes
Basic asset tracking or inventory experience

Related college coursework or certifications (e.g. preferred certifications include CompTIA A+, Network+, Security +; Microsoft 365 Certified Fundamentals; Microsoft Certified Windows Client; and Microsoft Certified Endpoint Administrator)

Experience with ticketing systems such as Monday.com or ServiceNow is preferred, but not required.

Candidates must be able to lift up to 30lbs to carry technical supplies when needed.

LifeShield at a Glance:
With approximately $100 million in assets, LNIC and its subsidiary combine for a dynamic insurer currently providing Third Party Administration services across the lines of business we offer. LNIC is affiliated through common ownership with The Midland Group family of companies, including MidFirst Bank, which specializes in banking and mortgage servicing. This affiliation allows LifeShield to leverage the resources of the Nation’s largest privately held banking organization, while remaining nimble and responsive to opportunities, focusing on the life and supplemental accident and health insurance segments of our industry.
AM Best reaffirmed LifeShield's rating of B++. Since 2001, LifeShield National Insurance Co. has held a rating of B++ by AM Best Company, a widely recognized independent insurance industry ratings firm. This is the fifth highest rating possible out of a total of 16. LNIC is headquartered in Oklahoma City, OK and services over 80,000 policyholders.