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IT - Technology Support Analyst
Minnetonka, Minnesota
Contract Position
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Applied on October 24, 2020
Job Id #43494 Posted September 29, 2020


Ideal Background:

  • Healthcare isn’t necessary but it would be nice. Ultimately, we would like to see combination of Call Center, Customer Service, Help Desk and IT Support.


  • Experience providing technical support in large matrixed organization.

Top Requirements:

  • The combination of Help Desk, Call Center, and Customer Service.
  • Basic understanding of networks and VM Ware – a lot of tickets for a while are going to be based on some sort of connectivity, since so many users work from home.
  • Someone who understands the ticket escalation process (doesn’t spend an hour on a ticket at LVL 1).
  • Someone who is not timid, but genuine and respectful – we don’t want them to get “railroaded” by users that may come in hot or frustrated.

Top Responsibilities:

  • • Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365.
    • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.
    • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.
    • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
    • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
    • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
    • Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.
    • Anticipates customer needs and proactively identifies solutions.
    • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
    • Escalate high priority, high impact issues to the internal support teams.
    • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).
    • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.
    • Work in a low-wall cubicle environment with moderate noise levels.

    Qualification Requirements:
    • Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted
    • 1+ year experience in a call center environment or equivalent
    • 1+ year experience providing Desktop or Deskside support in a large corporate environment.
    • 2+ years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective.
    • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
    • Experience with Outlook as well as other MS Office applications (including Word, Excel and PowerPoint)
    • Experience with service ticketing/tracking systems (ServiceNow preferred).
    • Experience with a call routing system (VCC or WWE preferred).
    • Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).
    • Must be a self-starter and able to work independently while being part of a decentralized team.

    • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
    • Experience assisting customers through alternate intake channels (phone and nonverbal channels like live chat, email, social media and web form submissions)
    • Typing speed of 50 WPM a plus
    • Experience working with a knowledge base or knowledge tool
    • Experience using and supporting IP phone systems
    • Experience with handheld devices
    • Experience with supporting MAC hard and software
    • Experience in a large corporate environment
    • Exposure to or knowledge of ITIL practices
    • Enjoys challenging troubleshooting situations and pays attention to details
    • HDI Service Desk Certification

Interview Process:

  • a. How many rounds? Typically 1 with 2 members of leadership
    b. Video vs. phone? Likely phone
    c. How technical will the interviews be? There will be general and technical troubleshooting questions

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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