Remote in the US - PST or MST preferred
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide front line technical support to employees via calls, chat, email, and remote support support (this is a high volume role)
• 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
• This position supports 20 - 30 applications

 

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• Intermediate knowledge of Windows 10 Operating Systems and built-in applications
• Basic understanding of troubleshooting fundamentals
• Basic knowledge of troubleshooting iOS Mobile devices and applications
• Basic understanding of Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
• Basic understanding of cyber security fundamentals and best practices including identity and access management
• Basic understanding of conferencing audio/visual solutions and VOIP technologies
• A desire to learn new technologies and grow their technical skill set
• A+ Certification (Preferred, not required)
• Basic knowledge of ChromeOS and MacOS (Preferred, not required)
• Experience providing remote support via phone and chat (Preferred, not required)
• Experience with Single Sign-On systems (Preferred, not required)
• Basic knowledge of G-Suite in a corporate environment (preferred, not required)

 

PHYSICAL DEMANDS

• 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.  In compliance with Colorado’s Equal Pay for Equal Work Act, the salary range for this role in Colorado is $15.00 - $115.00 per hour (hourly rates in other locations could differ). 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.