Overview: The Service Desk Technician will provide support of internal systems, hardware and applications while coordinating with internal support teams to minimize disruptions to business operations. Essential Duties and Responsibilities:
Serve as first point of contact for technical support to employees via calls, chat, email, and remote support
Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
Communicate directly and effectively with a large and diverse audience
Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
Ensure adherence to organizational security practices to protect and control company systems and data
Stay current with newest technology trends and developments to provide creative and efficient solutions
Requirements (Must have intermediate level knowledge of the following):
Troubleshooting fundamentals
Current Windows Operating Systems and built-in applications
Troubleshooting iOS Mobile devices and applications
Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
Cyber security fundamentals and best practices including identity and access management
Conferencing audio/visual solutions and VOIP technologies
A desire to learn new technologies and grow their technical skill set
Skills and Experience (Preferred Not Required):
CompTIA | GoogleWork Space
Intermediate knowledge of Chrome OS and Mac OS
Experience providing remote support via phone and chat
Experience with Single Sign-On systems
Basic knowledge of G-Suite in a corporate environment
Physical Requirements:
Be able to remain in a seated position for more than 50 percent of the workday
Ability to operate a computer keyboard and other office equipment
Have adequate visual and hearing acuity to follow instructions, and determine accuracy of the work assigned
Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $21 - $22 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.
