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Help Desk Analyst I
Woodland Hills, California  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on July 2, 2022
Job Id #56499 Posted May 20, 2022

Remote: *Please see locations accepted for this position
Position: Help Desk Analyst I
Duration: 6 Month Contract 

Candidate locations accepted for this role:
• Warwick (RI) 
• Kansas City (KS) 
• Oklahoma City (OK)
• Wilmington (DE) 
• Cleveland (OH) 
• Lake Mary (FL)
• Phoenix (AZ)


JOB SUMMARY:
Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. This role is 100% virtual currently.


ESSENTIAL JOB FUNCTIONS:
• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
• Acts as representative of technical services to its customers.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise, information through written and verbal communications.

EXPERIENCE REQUIREMENTS:
• One year of technical help desk call center experience in an enterprise environment

SPECIAL SKILLS REQUIREMENTS:
• Flexibility to work within 24x7x365 support team

EDUCATION REQUIREMENTS:
• High school diploma or equivalent required
• Bachelor’s degree preferred (Business or Computer Sciences)

SCHEDULING DETAILS:
  • Initially schedules will be standard business hours Monday-Friday throughout the training period 
  • After training is completed, individual schedules will vary as we are a 24x7x365 operation
  • Schedules determined through the shift bid should remain effective for 6 month duration
  • Candidates applying for this position should consider all possible outcomes

INTERVIEW PROCESS:
One Round: 30-60 min video interview

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 hr@horizontal.com.

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

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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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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