Help Desk Support Analyst

Job Description

Job Description

Rumpke is a family-owned and operated company that ranks as one of the largest firms in the waste and recycling industry. Our mission is simple: to deliver exceptional waste and recycling solutions to our customers and communities through a commitment to safety, service, the environment and the growth of our people.

When you join Rumpke, you’ll be part of a team providing essential services to millions of residents, businesses, and neighborhoods. You will enjoy competitive pay and comprehensive benefits, including health, dental, vision, matching 401(k), life insurance, paid vacation, and more.

This is your opportunity to make a difference for you and your family. Come join our team!

The Help Desk Support Analyst provides support for incoming technical calls across all Rumpke locations to ensure maximum uptime, 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.

Responsibilities of Position:

• Support all business associates and ensure that associates receive timely and excellent customer service by fielding Help Desk requests and resolving technical issues.
• Troubleshoot software and general IT/PC issues.
• Monitor and submit updates on incident and problem tickets. Follow up with assigned personnel. Escalate to other IT groups as needed.
• Share process and best practices to other members of the IT department and business.
• Create, submit for approval and maintain knowledge base documents that are pertinent to retaining knowledge and training new Help Desk members.
• Escalate unresolved problems to Deskside support and management.
• 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.
• Strong customer service skills.
• 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 confidentiality and security information.
• Ability to work under pressure.
• Willingness to work in a team environment.
• Excellent analytical skills.

Experience & Knowledge Needed for Position:

• At least one year of desktop/software support experience or college degree within IT required.
• Microsoft Office365 administration experience preferred.
• Experience working in a call queue is preferred.
• Experience in working with software applications, computer hardware, printers, and other peripherals.

Physical Requirements in a Regular Workday:

• Frequently lifting/carrying/pushing/pulling a max of 10lbs. Occasionally up to 20lbs.
• Occasionally working outside in changing temperatures, wet/humid conditions.
• Frequently sitting/standing/walking in an office environment.

Additional Working Conditions/Aspects:

• Ability to work flexible hours; expected to work nights and weekends as needed.
• Ability to work overtime, weekends, and/or holidays.
• Must be available for 24-hour emergency calls.
• 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.