Remote in the US
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide front line technical support to employees via calls, chat, email, and remote support support (this is a high volume position)
Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
Communicate directly and effectively with a large and diverse audience
Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
Ensure adherence to organizational security practices to protect and control company systems and data
Stay current with newest technology trends and developments to provide creative and efficient solutions
This role supports 20 - 30 applications
REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)
Intermediate knowledge of Windows 10 Operating Systems and built-in applications
Basic understanding of troubleshooting fundamentals
Basic knowledge of troubleshooting iOS Mobile devices and applications
Basic understanding of Microsoft Active Directory/GPO and Networking Protocols (DHCP, DNS, etc.)
Basic understanding of cyber security fundamentals and best practices including identity and access management
Basic understanding of conferencing audio/visual solutions and VOIP technologies
A desire to learn new technologies and grow their technical skill set
A+ Certification (Preferred, not required)
Basic knowledge of ChromeOS and MacOS (Preferred, not required)
Experience providing remote support via phone and chat (Preferred, not required)
Experience with Single Sign-On systems (Preferred, not required)
Basic knowledge of G-Suite in a corporate environment (preferred, not required)
Be able to remain in a seated position for more than 50 percent of the workday
Ability to operate a computer keyboard and other office equipment
Have adequate visual and hearing acuity to follow instructions, and determine accuracy of the work assigned.
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. The pay range for this role is $17 - $21 per hour. 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 email@example.com.
All applicants applying must be legally authorized to work in the country of employment.
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