LifeShield Help Desk Support

About the Role

LifeShield is a dynamic and rapidly growing carrier specializing in life and supplemental accident and health insurance products for individuals, families, businesses, and associations. Help Desk employees are deskside support professionals who provide hands-on and remote technical support to end users, resolving hardware, software, and connectivity issues while ensuring a high-quality customer experience. This role involves diagnosing and troubleshooting incidents beyond basic Tier 1 support, managing device deployments and repairs, and collaborating with the IT Team to maintain stable, secure user environments.

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, 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.

Requirements

• 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, and peripherals.
  • Performing device imaging, swaps, repairs, and refreshes.
• Basic asset tracking or inventory experience.
• Related college coursework or certifications (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.
• Ability to lift up to 30 lbs to carry technical supplies when needed.

About LifeShield

With approximately $100 million in assets, LifeShield National Insurance Company (LNIC) and its subsidiary combine to form a dynamic insurer providing Third Party Administration services across its lines of business. LNIC is affiliated 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 agile in the life and supplemental accident and health insurance segments.

AM Best reaffirmed LifeShield's rating of B++, the fifth-highest rating out of 16 possible. Since 2001, LNIC has maintained this rating from AM Best Company, a widely recognized independent insurance industry ratings firm. LNIC is headquartered in Oklahoma City, OK, and services over 80,000 policyholders.