Join our dynamic global team as an IT Service Desk Analyst, where you'll provide top-notch, in-person tech support and ensure an exceptional experience for all employees. Contribute to process improvements and feel the impact of your work in a fast-paced, collaborative environment.

Responsibilities

• Offer first-level technical support with a focus on excellent customer experience and innovative solutions.
• Conduct thorough assessments and resolutions for technical issues affecting laptops, software, and AV equipment.
• Work closely with external service providers to monitor and manage escalations effectively.
• Collaborate on process improvement initiatives to enhance operational performance.
• Maintain and update standard operating procedures and service documentation.
• Track and meet key performance metrics to ensure quality service delivery.

Skills

• At least one year of experience in providing technology support.
• Foundational knowledge of Microsoft OS, network systems, and cybersecurity protocols.
• Strong organizational skills with the flexibility to adapt to changing demands.
• Excellent verbal and written communication abilities.
• Ability to work independently and collaboratively within a team.
• Demonstrated customer-first approach to problem-solving.

Preferred Skills

• Associate’s degree or relevant IT certification.
• Experience influencing process improvements for technical operations.

We value diversity, equity, and inclusion as fundamental principles for fostering a welcoming and innovative work environment. We encourage individuals from all backgrounds to apply and contribute to our shared success.

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 $22 - $35 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.