Lead Assistant Manager

DesktopSupportLevel2

TheIdealCandidate:

The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service. This person is expected to be a significant contributor to the helpdesk team.

JobBrief:

ReportingtotheITManager,theDesktopSupportLevel2isresponsibleforon-siteandremotemanagement support of multiple site networks of various sizes and levels of complexity. This position requires handling a full range oftasks,includingAzuresupport, O365, desktop, server,network, andmobiledevicesupport.The Engineer must provide superior service with limited to no supervision consistently.

RequiredSkills:

• 5+yearsofDesktopTechnicalSupport orrelatedexperience.
• Providessupportto enduserswithanenthusiasticattitude toanalyze,troubleshootandresolve issues to customer's satisfaction.
• GoodunderstandingOffice365Administrationandsupport.
• ExperiencewithOffice365andMicrosoft'sSoftware/Applications.
• Abilitytotroubleshootandconfigurehardwaresuchasprinters,laptops,etc.
• Confidentandcomfortablewithclientfacingactivity
• Managementand/ortroubleshootingofthefollowingtechnologies:
  1. Solarwinds
  2. KaseyaRMM
  3. HardwareSupport:
     • Headsets
     • Docks/Monitors/etc.

1. O365Administrationandsupport
   • UserManagement(EntraID)
   • ExchangeManagement
   • IntuneDeviceManagement(AutoPilot/LostMode/Etc.)

1. Windows10and11Support
   • Basic-Advancedtroubleshooting
     • Drivers/OSCorruption,etc.

1. MobileDeviceSupport
   • iOStroubleshooting
   • Hardwaretroubleshooting
   • Verizon/T-MobilePortal

• BonusSkills:
  1. PatchManagement
  2. PowerShell
  3. 8x8PhoneSystem
  4. AzureCloudResources
     • Files
     • VPN
  5. CertificationssuchasCompTIAA+,MicrosoftCertifications,CiscoCertifications,etc.
  6. Experience with LAN/WAN, Routers, WIFI (WAPS), Firewalls, Switches, VPN, SDWAN, Access Points, Citrix, VoIP, etc.

JobResponsibilities:

• TimeManagement
• Professionalism
• Mustbedetail-orientedandmotivatedtoprovideapositivecustomerexperience.
• Possessastrongdesiretoknow'how'and'why'thingswork,inclinedtowardsustainableand manageable solutions.
• Haveself-awarenessofstrengths andopportunities,abilitytointrospect,and self-developby

engagingincontinuouslearning.

• Strongwritten andoralcommunication skills,bothtechnicalandnon-technical.
• Demonstratedabilityofeffectivelyworkingonateam,bothindependentlyandcollaboratively.
• Strongattentiontodetailwithexcellentorganizationalandproblem-solvingskills.
• Excellentcustomerservice,interpersonalskills,andcommunicationetiquette.
• Commitmenttocontinuouspersonalandprofessional growthandlifelonglearning.
• Abilitytoexecuteandthriveinstressfulsituations.

EducationalRequirements:

• Bachelor'sdegreefromanaccrediteduniversity,preferred-notrequired.
• Associate'sdegree-required.

Horizon Services Inc. is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.