Service Desk Technician
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Phoenix, Arizona

|

Hybrid

|

Contract

|Job ID 71439|Posted Aug 25, 2025
JOB DESCRIPTION

Primary Responsibilities: 
 

  • Respond to incidents and service requests via BeyondTrust for calls and Jira ticketing systems.
  • Troubleshoot hardware, software, and basic network issues for end-users.
  • Provide remote support using company tools for remote desktop access.
  • Log, categorize, and prioritize tickets accurately in the Jira ticketing system.
  • Follow up on open tickets, ensuring timely resolution and user communication.
  • Escalate complex issues to higher-level support or specialized teams.
  • Use and contribute to the knowledge base, documenting solutions and procedures.
  • Follow standard operating procedures (SOPs) for consistent service delivery.
  • Assist with password resets, account provisioning, and access requests.
  • Ensure compliance with security policies and data protection standards.
  • Assist with pipeline, upcoming, and ongoing projects as requested



Basic Qualifications:
 

  • 4+ years of technical support experience
  • Very strong analytical problem solving and troubleshooting abilities
  • Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
  • Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required. 
  • Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
  • Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand. 
  • Windows 11 end user support
  • Microsoft O365 end user support 
  • Hardware support, troubleshooting and imaging (Dell and Mac laptops). 
  • Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
  • Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
  • Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.


Technical Knowledge

  • Experience with  Windows 11 OS
  • Experience with JIRA 
  • Experience with Windows Server 
  • Experience with Microsoft Office O365
  • Experience with monitoring and remote management tools 
  • Experience with Dell laptops
  • Experience with Apple OS 
  • Experience with Mac laptops

 

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 us.

All applicants applying must be legally authorized to work in the country of employment.