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Help Desk Specialist 1
Broomfield, Colorado  |  Hybrid
Contract to Hire Position
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Applied on August 15, 2022
Job Id #56657 Posted May 31, 2022


Help Desk/Deskside Specialist I

What You’ll Do

  • Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully.
  • Exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
  • May act as a lead worker in the Technical Support area coordinating efforts amongst other team members.
  • Solve computer workstation problems following established policies and procedures.
  • Maintain appropriate documentation records (both hardcopy and on-line).
  • May develop procedures for the efficient operation of the help desk functions and participates in process improvement activities.
  • Maintain documentation records to log and track problems and resolutions as appropriate.
  • Consistently provide basic IT-related troubleshooting and end-user support.
  • Solve IT-related issues and execute predefined requests per established policies and procedures.
  • Leverage tools and processes in place to quickly and effectively resolve end-user questions or issues.
  • Create or update knowledge base articles to reflect current data and processes. Archive outdated knowledge articles as older processes become obsolete.
  • Answer and record all phone calls directed to the help desk; maintain documentation records to log and track problems and resolutions as appropriate.
  • Participate in the Help Desk call center queue and consistently meet call center metrics
  • As a first level of IT troubleshooting, provide phone support to end user and escalate to other IT teams as needed.
  • Remotely troubleshoot personal computer and peripheral equipment.
  • Operate company owned vehicles as required.
  • Maintain valid driver’s license and good motor vehicle record.
  • Troubleshoot network and voice-related issues, repair personal computer and peripheral equipment problems to the board, device or component levels as appropriate.
  • Receiving equipment and conducting inventory.
  • Trouble-shoot and repair personal computer and peripheral equipment problems to the board, device or component levels as appropriate.
  • Travel to various (assigned) campuses to perform field work in customer facing role.
  • Maintain a regular and predictable work schedule.
  • Establish and maintain effective working relationships within the department, the SBU/SSU and the Company. Interact appropriately with others in order to maintain a positive and productive work environment.
  • Perform other duties as necessary.

What You’ll Need

  • High School diploma or equivalent plus 4 years or more related experience or a related 2-year technical degree and 2 years or more related experience.
  • Each higher-level related degree, i.e., Bachelor’s or Master’s, may substitute for two years of related experience. Degree must be from a university, college, or school which is accredited by an agency recognized by the US Secretary of Education, US Department of Education.

Working Conditions

  • This is a drug-free workplace, which is imperative to the health and safety of all employees and is required as a condition of receiving contracts from federal agencies. Please remember that regardless of the legalization of marijuana in Colorado and other states, possession and use continues to be illegal under the federal Controlled Substances Act. This includes the use of some CBD products. A post-offer, pre-employment drug test is a condition of employment.
  • Work is performed in an office environment, laboratory, cleanroom, or production floor.

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 in compliance with state laws and regulations related to job posting requirements, the salary range for this role 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.

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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Do you have a disability?

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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