Help Desk Support Analyst

Rumpke Waste & Recycling•Colerain Township, OH

11h•Onsite

About The Position

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.

Requirements

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.
At least one year of desktop/software support experience or college degree within IT required.
Experience in working with software applications, computer hardware, printers, and other peripherals.

Nice To Haves

Microsoft Office365 administration experience preferred.
Experience working in a call queue is preferred.

Responsibilities

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.