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Senior Technical Support Specialist

2 months ago

Cincinnati, Ohio, United States Rumpke of Ohio, Inc. Full time
Position Overview

The Senior Technical Support Specialist is responsible for delivering assistance for incoming technical inquiries across all Rumpke locations, ensuring optimal uptime and access to software applications and customer information. This role leverages extensive expertise to address technical challenges and system disruptions through the IT Service Management (ITSM) framework.

This Help Desk position requires adaptability and flexibility to meet the evolving demands of the organization. The individual will provide desktop and software support to guarantee maximum uptime and accessibility to software applications and client data. Collaboration with management and IT leads is essential to ensure service-level agreements (SLAs) are fulfilled and requests are appropriately allocated.

Key Responsibilities:

  • Deliver level two technical support to end users of Rumpke PCs and networks, serving as a backup to the Help Desk and offering first-level support as necessary.
  • Configure and troubleshoot PC issues, peripheral devices, drivers, local and network printers, application security, and security permission-related problems.
  • Maintain up-to-date knowledge of new and existing hardware and software systems to enhance productivity.
  • Execute and troubleshoot installations of Windows operating systems and business applications.
  • Resolve challenges related to application usability and connectivity.
  • Provide ongoing training for Rumpke employees.
  • Prepare and uphold hardware maintenance schedules and procedures.
  • Develop new Windows images and software packages, deploying new software and updates using Dell Kace.
  • Engage in IT projects, including testing phases for changing hardware and software standards.
  • Monitor all software installed on Rumpke computers to ensure compliance with company software policies.
  • Assess and implement new technologies, participating in internal teams focused on long-range planning.
  • Prepare and/or update system and help documentation.
  • Perform other duties as assigned.

Required Skills and Abilities:

  • Certifications such as CompTIA A+, Network+, or Microsoft.
  • Outstanding customer service capabilities.
  • Effective communication skills, both verbal and written, suitable for all organizational levels.
  • Ability to work independently while managing multiple complex tasks and collaborating with team supervisors and peers.
  • Strong understanding of business drivers, evidenced by the ability to swiftly set and adjust priorities.
  • Commitment to maintaining an organized and efficient workspace, including the upkeep of supplies and equipment.
  • Ability to work consistently and effectively while ensuring high quality.
  • Maintain confidentiality and security of information.
  • Must meet Rumpke driving qualifications and be capable of frequent travel to other offices or sites for onsite support and project involvement as needed.

Physical Requirements:

  • Regularly lift/carry a maximum of 10 lbs; occasionally up to 20 lbs.
  • Frequently push/pull a maximum of 10 lbs; occasionally up to 20 lbs.

Additional Working Conditions:

  • Willingness to travel between offices as required.
  • Ability to work flexible hours, including nights and weekends as necessary.
  • Availability for overtime, weekends, and/or holidays.
  • Legally eligible to work in the United States.
  • Possession of a valid driver's license (if applicable).
  • Successful completion of pre-employment testing.
  • Proficiency in reading and speaking the English language.

This job description aims to outline the general nature, complexity, and level of work expected from employees in this position and should not be interpreted as an exhaustive list of responsibilities, duties, or skills required. It does not prescribe or restrict the work that may be assigned and does not establish a contract for employment, remaining subject to change at the company's discretion.

Rumpke Waste and Recycling is dedicated to promoting equality in all employment aspects. The company is committed to providing 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.