Horizon Health

Support Engineer

• Answer and address support calls, walk-up customers and emails for first level technical support
• Resolve service calls using documented procedures
• Handle incoming tickets using our ticketing system
• Solve routine issues and escalate complex issues based on priority and tier level of need
• Input problems and resolutions into standardized company support center application
• Support IT team members on all aspects of work
• Handle routine calls to ensure timely resolution
• Address calls via phone, in-person and through email
• Provide technical support either by phone, remote access as needed
• Develop, execute and follow IT operational policies, standards and work instructions for end users
• Ensure customer satisfaction through continuous status updates
• Develop, manage, and maintain internal and external support documentation
• Monitor critical infrastructure systems through industry standard monitoring tools and systems

Information Services Technical Support