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Tech Support Analyst
COAL GROVE, Ohio  |  Onsite
Contract to Hire Position
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Applied on August 8, 2022
Job Id #57937 Posted July 28, 2022


Description:

  • As a Tech Support Analyst, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels.
  • Responsibilities may also include password reset assistance, PC hardware/software troubleshooting, deployment remediation, hardware device replacement, data recovery assistance, application configuration, network connectivity assistance as more advanced troubleshooting and support.

Ideal Background:

  • The candidate should have a strong hands-on IT background, Strong personal skills, and excellent communications skills.

Experience:

  • We can train specific skills, but personality is the thing we cannot train

Top Requirements:

  • Communication skills – this person will be supporting users (including doctors) face-to-face.
  • Excellent technical skills - Act as a technical resource to others to resolve problems, issues, errors
  • Be accountable - Plan, prioritize, organize and complete work to meet established objectives

Team and Team size:

  • The ITRO team is about 200 techs, with 7 or 8 managers. The on-site team for the site will be 3 FTEs, with a remote manager.

Primary Responsibilities:

  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Use remote control tool to assist end users when needed
  • Provide an accurate record of each call-in incident management tracking tool
  • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
  • Anticipate customer needs and proactively identifies solutions
  • Plan, prioritize, organize and complete work to meet established objectives
  • Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast-paced call center environment
  • Work independently and be self-starting
  • Follow all escalation procedures according to service level agreement
  • Work in a team and act as a resource for others
  • Be a customer advocate for IT issue resolution
  • Act as a technical resource to others to resolve problems, issues, errors
  • Train new and underperforming analysts
  • Technical writing for policies and procedures
  • Lead in deployment/change related issue identification and remediation
  • Coordinate issue resolution with product owners/L3
  • Handle escalations from management and analysts

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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