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Assoc Tech Support Analyst
Canonsburg, Pennsylvania  |  Onsite
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Applied on January 19, 2022
Job Id #52537 Posted December 3, 2021


  • High School diploma or equivalent, and/or 2-5 years work experience in related field required; Bachelors degree in Computer Science field preferred but not required.
  • Working knowledge of current network topology, TCP/IP network troubleshooting in a WAN/LAN environment, office applications, printing processes, and advanced troubleshooting of desktop operating systems.
  • Able to troubleshoot issues with servers, desktops, printers, networks, remote access and Internet Explorer.
  • Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.
  • Able to identify and communicate trends and work with senior department team members to define corrective action.
  • Competent use of AD to create and manage users, groups, and resources effectively.
  • Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on-site support to facilities as requested, and keeping up to date on Company and industry standards.

Principal Duties and Responsibilities:

  • Oversight and technical analysis of incoming end user service requests.
  • Provide on-site support to MedExpress Administrative offices during regular business hours:
  • Client support
  • Audio/ Video Conference room support
  • Troubleshoot advanced hardware issues with PCs and peripherals:
  • Desktop/laptop PCs
  • Hardware Components
  • Printers
  • Scanners
  • Deployment of new PCs and laptops
  • Installation of additional application software
  • Advanced Helpdesk troubleshooting tasks including, but not limited to
  • User account management,
  • File server/share management
  • Exchange mailbox administration
  • Network-based printers and multi-function device
  • Fully documents problem symptoms and captures all relevant system and application information within the IT knowledge base system.
  • Independently resolves most problems/questions that arise, and consults with senior team members or other technical staff only on unusual or especially difficult issues.
  • Recognizes problem issues that affect multiple end users and work with other IT teams to prioritize and solve quickly.
  • Log all calls in the Service Desk ticketing systems.
  • Escalate all out of scope issues in adherence of SLA timelines.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Persistent review of the aging ticket queue to ensure SLA goals are achieved.

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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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

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


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