Lead Helpdesk Technician

Description

Ruppert Landscape headquartered in Laytonsville, MD is a privately held, commercial landscape maintenance and construction company. A multi-state presence with a small company feel, our mission is to provide opportunities for our people, take care of our customers, and be good stewards of the environment and our community.

Duties and Responsibilities:

• Serve as the first point of contact for users (Tier 1) seeking technical assistance; over the phone, email, and ticketing system.
• Meet marketed Service Level Agreements and Standard Operating Procedures.
• Perform in-person and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by the user.
• Document solutions and create knowledge base articles to assist in problem resolution.
• Train on all Ruppert custom applications
• Triage and prioritize helpdesk support requests.
• Work on multiple systems from different company departments.
• Direct unresolved issues to the next level of support personnel (Tier 2). Own the ticket until completion.
• Record events and problems and their resolution in helpdesk tickets.
• Identify and suggest possible improvements on helpdesk policies and procedures.
• Assist users in understanding and utilizing various software applications and systems.
• Provide basic training and guidance to users on IT best practices.
• Act as primary administrator of all systems handed over to End-User Support team.
• Work closely with management to identify and address user and technician level issues that require process improvement.
• Act as a player-coach to the helpdesk team.

Qualifications:

• 
  2-year Degree (AA) in computer science; or like experience.
  
  • Proven experience as a Helpdesk Technician or other IT support role.
  • Tech savvy; with working knowledge of office automation products, databases and remote-control tools.
  • Zendesk ticket system experience (Preferred but not required).
  • Azure, Office 365, Exchange online, Windows 10 experience
  • Ability to diagnose and resolve basic to mid-level technical issues.
  • Ability to understand and resolve custom application issues and questions.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Excellent verbal and written communication skills.
  • Customer-oriented and cool-tempered.
  • Customer service is a priority.
  • Solution orientation to problem resolution and process improvement
  • Thorough knowledge of desktop and business/technical support systems.

What we provide:

• Competitive salary
• Year-round employment
• Medical benefits with dental and vision
• Flexible Spending Account
• 401(k) plan
• Flexible work/life balance
• Family-oriented company culture

Ruppert Landscape is an Equal Opportunity and E-Verify Employer