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Technical Support - Helpdesk
New York, New York  |  Remote
Contract Position
It appears that you have already applied to this job.
Applied on January 28, 2023
Job Id #60863 Posted December 8, 2022

Agent helpdesk professional providing direct customer support to resolve technical issues.
Provides feedback and support to team members and other IT staff to collaboratively work towards timely problem resolution.
Gather information and problem-solving data for the benefit of the team.
Primary responsibilities include but not limited to, basic technical support and assistance delivered remotely.
Will be required to respond to customer inquiries on technical products and services, including installation, troubleshooting, and maintenance.
Will be expected to document customer interactions utilizing a ticketing software (ServiceNow) to log incidents and resolution.
Provide 3rd level technical support.

Hours of work will be 12:30pm to 9:00pm ET, Monday to Friday

Requirements:
Should be able to resolve problems and escalate as needed.
4+ years of relevant experience.
College degree or technical certificate(s) are a plus.
Professional demeanor and communication skills are a must.
Must be able to support the various hardware our customers use for their business.
Candidate must have strong troubleshooting skills / knowledge in the following areas required to support our customers:
- O365 support for email client (Outlook)
- knowledge of Windows OS (Win 10 and 11), Microsoft application features and troubleshooting
- knowledge of MAC operating system
- Encryption support (Bitlocker / Filevault)
- Wireless and Wired Internet connectivity
- Assist with troubleshooting spyware and virus problems
- Assist with configuring email on mobile devices
- Effective analytical and problem-solving skills
- Strong customer service focus; is always seen by customers as professional and helpful
- Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions
- Possess knowledge of desktop hardware and software and able to address issues by following established procedures
- Ability to probe customers to determine the actual nature, or underlying cause, of a user problem
- High level of maturity and sense of responsibility and urgency
- Must be able to work in a team environment

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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