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Sr. Field Tech Support
Houston, Texas  |  Remote, Hybrid
Contract Position
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Applied on December 5, 2021
Job Id #51699 Posted October 27, 2021

  • Provide knowledgeable PC software, hardware, and network connectivity troubleshooting.
  • Diagnose and resolve these issues for corporate employees and sales associates.
  • Installation, configuration and onsite support of PC software, hardware, and network devices located within the designated regions/offices.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  •  Installs, configures and troubleshoots Windows operating systems, network connectivity, various applications, and PC hardware and peripherals•
  • Assists Network Engineers in debugging network issues as required.
  •  Configures and troubleshoots network printing on client computers.
  •  Resolve issues in a timely manner.
  •  Ensure customer satisfaction with every interaction.
  •  Keeps customer informed of issues and provides update in status in ticket tracking system.
  •  Performs special projects as requested by supervisor.
  •  Escalates issues as necessary to other groups within the IT organization.
  •  Image capturing for computer deployments.
  •  Support and Troubleshoot Office 365 applications including Teams, OneDrive, Sharepoint, Yammer
  •  Ability to educate end users on best practices using modern technology
  •  May be required to travel overnight.
  •  Offers help to accomplish tasks or objectives outside one’s area of primary responsibility.
  •  Brings problems to someone's attention that can help when unable to offer personal assistance.
  •  Treats customers (internal and external), colleagues, subordinates and superiors with respect.
  •  Graciously accepts help from others.
  •  Participates in developing team goals.
  •  Shows trust and respect for all members of the team.
  •  Communicate with customers (internal and external), peers, subordinates, and superiors with a positive
  • and professional attitude.
  •  Communicates all the information necessary for someone to understand any given situation and confirms
  • understanding from the individual(s) being given the information.
  •  Offers to conduct research to obtain missing information when necessary or appropriate.
  •  Listens and observes attentively, allowing an exchange of information. Anticipates questions.
  •  Seeks to understand differing viewpoints or opposing views.
  •  Is candid and honest in expressing thoughts and ideas, while remaining sensitive to others.
  •  Writes clearly and concisely, with an appropriate awareness of the intended audience.
  • Considers lead time when generating written and verbal communication.
  • Proactive Problem Solving
  •  Takes full ownership and responsibility for problems, as an individual and as a part of the team.
  •  Gathers all the facts before acting on, or recommending a solution.
  •  Follows a consistent logical series of steps and documents, in writing, whenever deviating from known policies and procedures.
  •  Obtains any required approvals for any deviations. Approvals are in writing or at least noted when written authorization is not possible.
  •  Communicates with everyone affected by the problem through each step of the resolution.
  •  Actively participates in solutions.
  •  Takes initiative to recommend/implement preventative measures.
  •  Makes clear and well organized presentations.
Error-free Work through Continuous Improvement and Attention to Detail
  •  Uses originality, imagination and inventiveness to generate new ideas, alternatives and solutions.
  •  Develops new or improved methods or systems, continually seeking improvement. Is open to change.
  •  Combines elements of existing methods and practices with new techniques.
  •  Uses techniques such as brainstorming to bring ideas and solutions into being.
  •  Understands the details sufficiently to know which steps of a process can be altered and which are necessary for the overall good of the process.
Decision Making
  •  Uses sound logical judgment to choose an appropriate course of action.
  •  Takes decisive action and seeks assistance of others in decision-making, as appropriate.
  •  Has the flexibility to change direction when facts so warrant.
  •  Accepts both the positive and negative consequences of decisions.
  •  Evaluates risks, consequences and interests of those affected by decisions.
Follow Through and Commitment
  •  Considers the ramifications of any actions taken on other areas and/or people.
  •  Documents steps that were taken, reasons for decisions and obtained approval(s), etc.
  •  Ensures everyone affected by the problem is fully informed through each step of the resolution process.
  •  Continues follow-up as necessary until problem is resolved or project is over.
  •  Delivers on promises of service at agreed upon time.
  •  Confirms the customers 'expectations and desired results prior to the delivery of the service (in writing when appropriate).
  •  Manages expectations throughout the process by keeping the customer informed regarding status and timing.
  •  Notifies customers and supervisor or manager as soon as a commitment may be missed.
Work Ethic
  •  Manages their role and responsibilities with professionalism
  •  Goes above and beyond, takes the initiative to assist others without being asked
  •  Appropriately prioritizes multiple responsibilities and manages tight deadlines
  •  Anticipates change in technology, environments and system needs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
  •  Basic understanding of networking and TCP protocol
  •  Ability to install &troubleshoot operating system software
  •  Ability to install hardware, peripherals and resolve hardware conflicts
  •  Ability to work independently
  •  Organized and dependable
  •  Ability to handle multiple priorities and possess a high degree of flexibility
  •  Ability to take initiative and work well under pressure
  •  Strong interpersonal and communication skills
  •  Strong team player attitude essential
  •  Strong Time Management skills
  •  Strong problem solving skills
  •  Strong written and verbal communication skills.
  •  Windows (installation, management, and troubleshooting)
  •  2+ years desktop support experience
  • 2+ years experience as technical support person in a network environment.
  •  Strong knowledge in all Microsoft Products including (Office 365 applications, Sharepoint, Teams, and Yammer)
  •  Basic network and server administration knowledge.
  •  3+ years desktop support experience
  •  Experience with MAC OS and Apple i-products a plus
  •  MCSA or 3+ years’ experience as technical support person in a network environment.
  •  Microsoft MTA certification or 2 years equivalent experience.
  •  Familiarity with ServiceNow, Heat, Ivanti, and EPO
MCSA or MCSE, A+, or equivalent work experience.
  •  Ability to read and comprehend instructions, short correspondence, and memos.
  •  Ability to write technical correspondence, as well as explain technical issues to non-technical people.
  •  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  •  Ability to lift computers, printers, and monitors up to 50 lbs.
  •  Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components.
  •  Ability to get to branch offices by individual’s own means of transportation and a valid driver’s license while carrying tools\equipment and spare parts.
  •  May be required to travel

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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