Level II Support Technician

Horizontal Talent is seeking an experienced Level II Support Technician to join our dynamic team and provide exceptional support to internal IT, students, and employees.

• 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.

• 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.

• ITIL certification.
• A+ certification.
• Experience with Service Now 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.

Seniority level:
Mid‑Senior.

Employment type:

Part‑time. Job function:
Information Technology.

Location:

Minneapolis, MN. Salary range: $40,000.00–$55,000.00.