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Desktop Support Technician, Mid
Eagan, MN  |  Onsite
Contract Position
It appears that you have already applied to this job.
Applied on August 14, 2022
Job Id #57948 Posted July 27, 2022

Job description:
  • Responsible for performing desktop support services and moves/adds/changes as requested by employees and certain customers. Includes installation, configuration, troubleshooting, and problem resolution for technical issues related to workstation hardware, software, and connectivity.
  • Performance is expected to meet departmental goals.
A Day in the Life:
  • Prioritize incoming service requests to provide or restore business functionality within service level requirements.
  • Load and configure specified software such as operating systems, productivity applications and specialty applications.
  • Provide Level 3 support for hardware and system software. Such items include: physical & virtual desktop configuration , diagnostics and troubleshooting on laptops, thin clients, MiFi’s and other portable devices, Citrix, VPN, Microsoft, and Okta. Knowledge of MAC iOS is preferred.
  • Resolve the problems or transfer to appropriate support group for resolution.
  • Document problem resolutions and request fulfillment notes in tracking system. (ServiceNow).
  • Perform printer support for network-connected printers within the Desktop OS, multifunctional printing/copying devices and escalate critical performance issues to the appropriate support teams.
  • Documenting resolution information in the Knowledge Base and Distributing new knowledge with team members.
  • Document procedures and identify opportunities for continuous improvement.
  • Perform maintenance, disposal (life cycle support) of PC workstation Hardware/Software/Peripherals.
  • Perform asset-tracking information for each repair/request transaction.
  • Assistance with asset audits, equipment shipments as needed.
  • Assistance with equipment refresh process (laptop replacements).
  • Collect unneeded workstation equipment and mobile assets for redeployment. participates in projects concerning corporate assets including cascading, moving and decommissioning equipment.
  • Creating and delivering bi weekly reports to the Desktop Support/Convergence Manager.
  • Assists with any additional duties assigned by management.
Nice to Have:
  • A+ Certification and Macintosh experience preferred.
  • Knowledge of MAC iOS is preferred.
Requirements:
  • Meet onsite facilities access requirements, as this assignment will be onsite at our Eagan main campus location
  • Associate/Technical degree in computer science or similar topic, or certifications relating to support areas and 4 years of experience providing desktop support services at a large corporate business, OR 6 years of experience in providing desktop support services at a large corporate business in lieu of a degree.
  • Breadth of cross-environment understanding and experience.
  • Good working knowledge of workstation hardware and software including operating systems, desktop applications and networking systems.
  • Excellent customer service skills.
  • Demonstrated ability to interpret and resolve problems in a timely manner.
  • Demonstrated ability to learn new concepts quickly due to the rapidly deployed changes and to the complexity of the computing environment.
  • May require study outside of normal business hours.
  • Ability to lift heavy computer equipment (up to 50 pounds).
  • Good verbal and written communication skills.
  • Good time management and organization skills.
  • Ability to travel (minimal 5%).
  • Some after-hours work is expected for enterprise changes and desktop implementations.

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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