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Tech Support Analyst
Eden Prairie, Minnesota  |  Onsite
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Applied on October 18, 2021
Job Id #51077 Posted October 1, 2021


Position Overview:

  • Positions in this function provide technical support to our state government clients.
  • This function includes working on Incident Management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and Problem Management analysis and resolution.
Position Description:
  • As a Tech Support Analyst II you would work as a part of a dynamic team involved with providing technical support and issue resolution to external and internal customers which may include users of all types and skill levels.
  • Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance as well as more advanced troubleshooting and support.

Key attributes of individuals successful in this position:

  • Extensive work experience, possibly in multiple functions.
  • Works independently.
  • Acts as a resource for others. Applies knowledge/skills to complex activities.
  • Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function.
  • Often acts as a technical resource to others in own function.
  • Anticipates customer needs and proactively identifies solutions.
  • Solves complex problems on own; proactively identifies new solutions to problems.
  • Plans, prioritizes, organizes and completes work to meet established objectives.
  • Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function.

Ideal Background:

  • Im looking for an individual that has both Support/Help Desk experience with good customer service skills and critical thinking capabilities.
  • This is important as I need someone in place that can step into the role easily as there are other aspects of the role they will have to learn along with having to engage our M&O teams to partner with onboarding and process improvement initiatives.
  • Additional attributes would including being a self-starter who can take on project type work if need. Lastly, experience with ServiceNow, Operations Bridge Manager (OpsBridge Manager), Interlink, SiteScope, APM, and Dynatrace are a plus (but not required).

Experience:

  • The combination of customer service skills and technical abilities.

Top Requirements:

  • 3 or more years of Technology Support experience, including advanced level of triaging
  • 1 or more years of experience with maintenance and operations (M&O) support is a plus
  • Excellent customer service and soft skills

Team and Team size:

  • The team is comprised of 10 Help Desk staff (6 in MN, 4 in WV), 2 Help Desk supervisors (1 in MN and 1 in WV), a Problem Manager, and an operations manager.
  • We are part of the greater M&O team and partner with many these M&O teams, many of whom are developers, technicians, and project based staff.

Primary Responsibilities:

  • Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment
  • Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Follow all escalation procedures according to service level agreement
  • Use remote control tool to assist end users when needed
  • Provide an accurate record of each call in incident management tracking tool
  • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
  • Act as a technical resource to others to resolve problems, issues, errors or related
  • Anticipate customer needs and proactively identifies solutions
  • Plan, prioritize, organize and complete work to meet established objectives
  • Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.
  • Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

Required Qualifications:

  • Bachelor's Degree or higher level of education or relevant experience
  • 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP
  • 3 or more years of experience in a customer service role
  • 3 or more years of Technology Support experience, including advanced level of triaging
  • 1 or more years of experience with maintenance and operations (M&O) support
  • Experience with MS Office (including Word, Excel and PowerPoint)
  • Ability to communicate professionally both written and oral
  • Excellent customer service and soft skills

Assets

  • Information Technology certifications preferred
  • Information Technology Infrastructure Library (ITIL) certification preferred
  • Computing Technology Industry Association A+ certification a plus
  • Certified Information Systems Security Professional (CISSP) a plus
  • 1 or more years of experience with monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite preferred
  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Call Center experience preferred
  • Intermediate knowledge of monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite

Working Time:

  • This position is an afternoon/weekday shift, 5 days on, 2 days off
  • This position will cover an opening on our weekday shift (12 PM - 9 PM CST) to cover contractual requirements.

Interview Process:

  • a. How many rounds? 1
  • b. Video vs. phone? Video
  • c. How technical will the interviews be? Moderate

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 hr@horizontal.com.

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

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

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