Desktop Technician I (US)

Step into a hands-on technical support role where you'll help keep operations running smoothly by assisting with customer scheduling, troubleshooting, and equipment support. This position offers the chance to build foundational expertise across technical service, equipment systems, and customer communication in a fast-paced, collaborative environment.
Responsibilities

• Handle outbound customer calls to coordinate scheduling and support service changes.
• Partner with internal teams to triage incoming requests and help resolve issues efficiently.
• Provide frontline phone-based technical support through a technical service call center.
• Answer basic questions related to equipment installation, product use, and sanitation or cleaning concerns.
• Assist with basic programming tasks and chemical calibration on automated controllers.
• Develop working knowledge of pool pumps, filters, and circulation systems.
• Learn the fundamentals of dispensing equipment and dishmachine parts to help identify replacement options and part numbers.
• Communicate equipment and part specification updates with technical service team members.
• Build familiarity with proprietary and commercially available software tools used in the role.
• Support additional tasks as assigned by leadership.

Skills

• Associate's degree in a related field.
• At least 1 year of experience in a mechanical or electrical trade, or in a technical service call center.
• Ability to communicate clearly and professionally with customers and internal teams.
• Basic technical troubleshooting and problem-solving skills.
• Comfort learning new systems, equipment, and software tools.
• Strong attention to detail when handling schedules, part numbers, and technical information.
• Ability to manage multiple priorities in a service-focused environment.

Preferred Skills

• Experience supporting equipment installation or product application questions.
• Exposure to automated controllers or chemical calibration processes.
• Familiarity with pool, sanitation, or cleaning-related equipment.
• Previous experience working in a call center or customer support setting.
• A collaborative mindset and willingness to learn from technical experts.

Horizontal is committed to fostering a workplace where everyone feels respected, supported, and empowered to contribute. We value diversity, equity, and inclusion as essential to building strong teams, better ideas, and a more welcoming environment for all.
By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.
Please apply through this online posting or by visiting our Job Board at Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $22 - $27 per hour based on qualifications and experience.