The Senior 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 Lead's to ensure service-level agreements (SLAs) are met and requisitions are properly assigned.

Responsibilities of Position:

• Provide level two technical support to end users of Rumpke PCs and networks, act as a backup to the Help Desk and provide first level support as needed.
• Configure and troubleshoot PC problems, peripheral devices, drivers, local and network printers, application security and problems related to security permissions.
• Maintain current knowledge in new and existing systems hardware and software applications to ensure productivity.
• Perform and troubleshoot installation of the Windows operating systems and business applications.
• Resolve issues related to application usability and connectivity.
• Provide new and ongoing training for Rumpke employees.
• Prepare and maintain hardware maintenance schedules and procedures.
• Develop new Windows images and software packages and deploy new software and software updates using Dell Kace.
• Participate in IT projects including testing phases of changing hardware and software standards.
• Monitor all software installed on Rumpke computers to assure compliance with company software policies.
• Evaluate and implement new technologies and participate in internal teams such as long-range planning.
• Prepare and/or update system and help documentation.
• Other duties as assigned.

Skills & Abilities Needed for Position:

• CompTIA, A , Network , or Microsoft certifications.
• Exceptional customer service skills.
• Effective communication—both verbally and in written form suitable for all levels.
• Ability to work independently and manage multiple complex tasks simultaneously as well as work collectively with team supervisors and peers.
• Strong understanding of business drivers evidenced by ability to quickly set and adjust priorities.
• Dedication to maintain an organized and efficient work area, including maintenance of supplies and equipment.
• Ability to work in an effective and consistent manner while maintaining high quality.
• Maintain confidentiality and security information.
• Must be able to meet Rumpke driving qualifications with capability to frequently travel to other offices or sites to provide onsite support and/or participate in project work when required.

Physical Requirements in a Regular workday:

• Frequently lifting/carrying a max of 10lbs. Occasionally up to 20lbs.
• Frequently pushing/pulling a max of 10lbs. Occasionally up to 20lbs.

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required.
• Ability to work flexible hours; expected to work nights and weekends as needed.
• 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.