Join a dynamic support team helping users get the most out of a learning management system through responsive, detail-focused service. This role is ideal for someone who enjoys troubleshooting access issues, resolving ticket requests, and keeping systems running smoothly behind the scenes.

Responsibilities

• Respond to LMS support tickets related to password resets, access requests, and role or permission updates
• Update manager and administrator access as needed following established procedures
• Diagnose common user issues and apply documented troubleshooting steps
• Escalate more complex or system-level problems to the appropriate support team
• Maintain accurate records of ticket activity, resolutions, and access changes
• Follow security, access control, and data handling guidelines carefully
• Communicate clearly with users about status updates, resolutions, and next steps
• Assist with basic reporting and audit support when requested

Skills

• Experience working in a ticketing, service desk, or helpdesk environment
• Strong attention to detail, especially when handling access and permissions
• Clear written communication skills for professional user support
• Ability to follow standard workflows and documented processes
• Comfort learning new systems quickly and working with technical tools
• Basic Excel skills, including filtering and formatting
• General technical aptitude and problem-solving ability

Preferred Skills

• Previous experience with user provisioning or access management
• Exposure to learning management systems or similar enterprise platforms
• Familiarity with basic reporting or audit support tasks
• Ability to work independently while knowing when to escalate issues
• Customer-focused mindset with a commitment to helpful, timely support

Horizontal is committed to building a diverse, equitable, and inclusive workplace where every person is valued and respected. We welcome applicants from all backgrounds and experiences and encourage candidates who are excited to contribute to a collaborative, inclusive environment to apply.