Lead Assistant Manager

Desktop Support Level 2

The Ideal Candidate

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.

Job Brief

Reporting to the IT Manager, the Desktop Support Level 2 is responsible for on-site and remote management support of multiple site networks of various sizes and levels of complexity. This position requires handling a full range of tasks, including Azure support, O365, desktop, server, network, and mobile device support. The Engineer must provide superior service with limited to no supervision consistently.

Required Skills

• 5+ years of Desktop Technical Support or related experience.
• Provides support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customers satisfaction.
• Good understanding Office 365 Administration and support.
• Experience with Office 365 and Microsofts Software/Applications.
• Ability to troubleshoot and configure hardware such as printers, laptops, etc.
• Confident and comfortable with client facing activity
• Management and/or troubleshooting of the following technologies:
• Solarwinds
• Kaseya RMM
• Hardware Support:
• Headsets
• Docks/Monitors/etc.

Job Responsibilities:

• O365 Administration and support
• User Management (Entra ID)
• Exchange Management
• Intune Device Management (AutoPilot/Lost Mode/Etc.)
• Windows 10 and 11 Support
• Basic – Advanced troubleshooting
• Drivers/OS Corruption, etc.
• Mobile Device Support
• iOS troubleshooting
• Hardware troubleshooting
• Verizon/T-Mobile Portal
• Bonus Skills:
• Patch Management
• PowerShell
• 8x8 Phone System
• Azure Cloud Resources
• Files
• VPN
• Certifications such as CompTIA A+, Microsoft Certifications, Cisco Certifications, etc.
• Experience with LAN/WAN, Routers, WIFI (WAPS), Firewalls, Switches, VPN, SDWAN, Access Points, Citrix, VoIP, etc.
• Time Management
• Professionalism
• Must be detail-oriented and motivated to provide a positive customer experience.
• Possess a strong desire to know "how" and "why" things work, inclined toward sustainable and manageable solutions.
• Have self-awareness of strengths and opportunities, ability to introspect, and self-develop by
  

engaging in continuous learning.

• Strong written and oral communication skills, both technical and non-technical.
• Demonstrated ability of effectively working on a team, both independently and collaboratively.
• Strong attention to detail with excellent organizational and problem-solving skills.
• Excellent customer service, interpersonal skills, and communication etiquette.
• Commitment to continuous personal and professional growth and lifelong learning.
• Ability to execute and thrive in stressful situations.
  
  

Educational Requirements:

• Bachelor’s degree from an accredited university, preferred – not required.
• Associate’s degree – 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.

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