Technical Support Specialist

Casella Waste Systems • Rutland, VT

23d • $48,000 - $60,000

About The Position

The Technical Support Specialist is responsible for providing technical support and expertise to end users of software and hardware systems. The incumbent provides effective diagnostic evaluation of customer needs and responds promptly and appropriately to each technical issue or inquiry, resolving them to the user’s satisfaction. Hiring Range: $48,000 - $60,000 per year based on experience

Requirements

• Candidates should have a bachelor's degree in IT or other related field or the equivalent in years of education and experience.
• The successful candidate will have outstanding relationship management, communication, and effective listening skills coupled with an excellent telephone presence.
• The ability to multi-task, manage multiple inquiries at once and provide organized, timely follow-up is critical.
• Experience diagnosing, researching, and resolving basic technical issues is required.

Nice To Haves

• Microsoft Certification and technical level knowledge of MS Windows Desktop OS is helpful.

Responsibilities

• Monitors and responds quickly to service requests via phone or email and obtains all necessary information to properly address end users’ inquiry.
• Completes a log for each service desk phone/email request in the Casella Service Desk application to ensure proper tracking and prioritization.
• Communicates with end users over the phone to walk them through the problem-solving process.
• Conducts research to understand, explain and resolve technological issues.
• Visits employee offices, when necessary, to physically identify issues and monitor and repair computer hardware or software issues.
• Reaches out to users to follow up after problem has been resolved to ensure all systems and equipment are operating properly.
• Escalates down system reports or major phishing alerts to Support Services Management immediately for appropriate action.
• Schedules service requests with necessary vendors and confirms service completion and issue resolution.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales, and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Benefits

• Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees