Level II Support Technician

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.

• 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 and join our team.

Once you apply for this position, you may receive a phone call, SMS or email at the time of application from our Virtual AI Recruiter, Alex, to conduct an initial interview.

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.

Mid-Senior level

Contract

Information Technology

Staffing and Recruiting