Support Technician

The role of Support Technician provides support for incoming technical calls across all Rumpke locations to ensure maximum uptime and access to software applications and customer data. This position will utilize in-depth knowledge and experience to resolve technical issues and system interruptions through our ITSM solution. This role of the Help Desk needs to be flexible and adaptable in meeting the changing needs of the organization. Provide desktop/software support to the organization to ensure maximum uptime and access to software applications and client data. This position works with Management and IT Lead to ensure SLAs are met and requisitions are properly assigned.

RESPONSIBILITIES:
  • Troubleshoot Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues
  • Support all business associates. Ensures that associates receive timely and excellent customer service by fielding Help Desk requests and resolving technical issues. Assist all office associates both in person, via the phone or through remote connection
  • Monitor and submit updates on incident and problem tickets. Follow up with assigned personnel
  • Provide training on new hardware and/or software applications as requested by associates
  • Coordinates training requirements of Help Desk personnel and business associates
  • Provide feedback to team members regarding process, policy and performance within the Help Desk
  • Work with management to help ensure that processes and policies of the Help Desk are continually carried through to ensure timely resolution of problems
  • Escalate unresolved problems to IT Staff, IT Managers or Director of IT
  • Perform other duties as required and assigned
  • Accurately communicates pertinent information to the IT department and Firm associates when necessary
  • Actively participates in the implementation of quality improvement programs for IT department
  • Other duties as assigned.


REQUIREMENTS
  • Knowledge of and experience with Microsoft products
  • Strong organizational skills
  • Excellent oral and written communication skills
  • Ability to exhibit patience with other employees
  • Experience in working with software applications, computer hardware, and with printers and other peripherals
  • Flexibility to work overtime and weekends when necessary
  • Ability to travel to all office locations
  • Ability to work in an effective and consistent manner while maintaining high quality
  • Willingness to comply with established directives, policies, and best practices
  • Maintain a professional manner and appearance in the workplace
  • Maintain confidentiality and security information
  • Ability to accommodate flexible hours, including OT and weekends when necessary
  • Ability to work independently, prioritize and meet deadlines
  • Ability to work under pressure
  • Willingness to work in a team environment
  • Excellent analytical skills


QUALIFICATIONS:
  • Legally eligible to work in the United States.
  • Must successfully complete pre-employment testing.
  • Microsoft Office365 administration experience preferred
  • Associate degree in computer science preferred
  • At least two years of desktop/software support experience preferred


WORKING CONDITIONS:
  • Office environment.
  • Prolonged sitting and repetitive motions performed working on computer.


This job description is intended to describe the general nature, complexity and level of work to be performed by employees assigned to this position, and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide equal opportunities to all employees and potential employees without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.