Help Desk Technician

Rubicon•Atlanta, GA

6d•Hybrid

About The Position

The Help Desk Technician is responsible for providing first-level technical support to internal users across the organization. Reporting to the Help Desk Manager, you will play a crucial role in ensuring the smooth operation of IT systems and services that support Rubicon’s mission to drive environmental innovation. This role will collaborate with IT and Customer Support departments to resolve technical issues, maintain system up time, and enhance user productivity. The goal will be to deliver timely, professional, and effective technical support to all employees.

Requirements

High school diploma and Associate’s degree in Information Technology, Computer Science, or a related field required.
Two (2) to four (4) years of experience in a help desk or technical support role.
Strong knowledge of Windows and macOS operating systems, Microsoft 365, Intune and common enterprise applications.
Experience in supporting remote users and troubleshooting network connectivity issues.
Proficiency with help desk ticketing systems (e.g., Zendesk, ServiceNow).
Excellent communication and customer service skills.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Ability to work independently while also being a team player who thrives in a collaborative environment.
Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, or the ticketing system.
Diagnose and resolve hardware, software, and network issues on Windows and Mac platforms.
Support enterprise applications including Microsoft 365, Intune, Entra, and internal waste management platforms.
Set up and configure new user accounts, workstations, and mobile devices.
Maintain accurate documentation of issues, solutions, and user interactions in the help desk system.
Ability to work after hours or in an on-call rotation as needed.
Escalate unresolved issues to appropriate IT personnel and follow up to ensure resolution.
Assist with onboarding and offboarding processes, including provisioning and deprovisioning of accounts and equipment.
Monitor system performance and report anomalies or outages to the IT team.
Provide IT support to hybrid and field-based employees.
Participate in IT projects and initiatives to improve service delivery and system reliability.
Ability to travel and/or work onsite up to 5% on an annual basis.
Performs other duties as assigned or apparent.