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Sr Tech Support Specialist
Minneapolis, Minnesota  |  Remote, Onsite
Contract to Hire Position
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Applied on January 25, 2022
Job Id #52834 Posted December 16, 2021


  • Under general supervision, provides first-tier support to end users with hardware, custom and third party software applications, networks, telephony systems, AS/400, and application security issues.
  • Documents initial analysis and data gathering of issues.
  • Documents resolution to reported problems.
  • Acts as first point of contact for end users at Help Desk and escalates more complex problems to Level 2 support.
  • Assists end users with issue, by working at end user stations to resolve issues.

Ideal Background:

  • High School graduate either in college (A.S or B.S) or about to graduate.
  • Looking to get there foot in the door of a major organization doing level 1 phone tech support.


  • If they happen to have Active Directory experience, that would be a plus.
  • Any IT \ Computer call center experience would be good as well (Geek Squad, Dell, etc.).

Top Requirements:

  • a. Computer Repair \ Troubleshooting
  • b. Customer Service Background (Phone Preferred, but face to face is fine too)
  • c. Quick learner and able to multitask. (Example: Help a user on the phone while remoted into another user PC installing a software package)
    US Citizenship is required for federal clearance

Team and Team size:

  • Currently a mix of 41 on shore and off shore employees performing tier 1 and tier 2 help desk support.


  • Works with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provides technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Acts as first point of contact to end-users.
  • Applies general knowledge of hardware, custom and third party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues.
  • Works with Tech Services Supervisor in logging all calls in the Help Desk database. Escalates urgent problems for resolution to Supervisor or Management and documents resolution to reported problems. Utilizes knowledge bases and documentation to debug issues.
  • Works with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority and impact) for the Help Desk.
  • Works with remote end users to debug issues and provides solutions or escalate issues as determined necessary.
  • Works with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues. Tracks escalated workflow.
  • Works with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level.
  • Set’s up new hires in a timely fashion and removes access from terminated associates.
  • Performs other duties as assigned by management.

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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