Are you an experienced IT professional with a knack for solving technical challenges? We are seeking a dedicated Level II Support Technician to join our dynamic team and provide exceptional support to our internal IT, students, and employees.

Responsibilities

• Deliver comprehensive technical support as a Level II Technician, ensuring timely and efficient assistance to end-users.
• Evaluate and address Level 1 support escalations, ensuring alignment with service level agreements.
• Mentor and train Level 1 service desk members to enhance first-call resolution rates.
• Maintain accurate records of user requests and service desk activities to track calls and establish performance metrics.
• Respond promptly to service desk calls, following up with users as needed, and collaborate with senior staff to resolve complex issues.
• Recommend and implement hardware and software upgrades to maintain current and functional technology for users.
• Document and define installation, configuration, and maintenance procedures for computer hardware and software.
• Provide moderate computer training to users for an efficient computing experience.
• Collaborate with IT staff to share support techniques and improve departmental effectiveness.

Skills

• Associate degree in information technology or related field.
• Minimum of five years of IT experience.
• Strong troubleshooting skills for both hardware and software issues.
• Excellent verbal and written communication skills to build effective client relationships.
• Ability to work 40 hours per week and lift up to 40 lbs.

Preferred Skills

• ITIL certification.
• A+ certification.
• Experience with ServiceNow and JAMF.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive workplace where all individuals are valued and respected. We encourage candidates from all backgrounds to apply and join our team.

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 $16 - $33 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.