Support Technician

The 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 utilizes in-depth knowledge and experience to resolve technical issues and system interruptions through the ITSM solution.

This Help Desk role 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 Leads to ensure service-level agreements (SLAs) are met and requisitions are properly assigned.

Responsbilities of Position:

• Troubleshoot hardware problems, computer upgrades, networking setup/diagnoses, software problems, and other PC specific issues.
• Support all business associates and ensure that associates receive timely and excellent customer service by fielding Help Desk requests and resolving technical issues. Assist all office associates 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.
• Coordinate 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.
• Accurately communicate pertinent information to the IT department and Firm associates when necessary.
• Actively participate in the implementation of quality improvement programs for IT department.
• Other duties as assigned.

Skills & Abilities Needed for Position:

• Strong organizational skills and ability to work independently, prioritize and meet deadlines.
• Ability to work in an effective and consistent manner while maintaining high quality.
• Excellent oral and written communication skills.
• Ability to exhibit patience with other employees.
• 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 work under pressure.
• Willingness to work in a team environment.
• Excellent analytical skills.

Additional Working Conditions/Aspects:

• Ability to work overtime, weekends, and/or holidays.
• Legally eligible to work in the United States.
• Valid driver's license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language

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.