The Senior Support Specialist provides critical support for incoming technical calls across all Rumpke locations to ensure maximum up-time and access to software applications and customer data. This position will utilize in-depth knowledge and experience to resolve complex technical issues and serve as a liaison between the infrastructure and help desk teams to improve support processes and procedures.

Responsibilities of Position:

• Provide level two technical support to end users of Rumpke PCs and networks.
• Act as a backup to the Help Desk and provide 1st level support as needed.
• Create end-user account access in AD, SAP, and Office 365.
• Perform and troubleshoot installation of the Windows operating systems and business applications.
• Resolve issues related to application usability and connectivity.
• Configure and troubleshoot application security and problems related to security permissions.
• Provide new and ongoing training for Rumpke employees.
• Configure and troubleshoot peripheral devices, drivers, local and network printers.
• Prepare and maintain hardware maintenance schedules and procedures.
• Deploy new software and software updates using Dell Kace.
• Provide Support for Mobile devices such as tablets and cell phones.
• Assist with Conference Room setups and develop a deep understanding of the technology.
• Develop new Windows images and software packages.
• Participate in IT projects including testing phases of changing hardware and software standards.
• Monitor all software installed on Rumpke computers to assure compliance with company software policies.
• Evaluate and implement new technologies.
• Prepare and/or update system and help documentation.
• Provide on-call support nights and weekends.
• Assist with Windows Server patching and updates.
• Maintain current knowledge in new and existing systems hardware and software applications to ensure productivity.
• Other duties as assigned.

Skills & Abilities Needed for Position:

• A+, Network+, or Microsoft certifications.
• Maintain current knowledge in new and existing systems hardware and software applications to ensure productivity.
• In-depth technical knowledge of Rumpke software applications.
• In-depth technical knowledge of Microsoft operating systems and applications.
• Participate in internal teams such as long-range planning.
• Exceptional customer service skills.
• Effective communication—both verbally and in written form suitable for all levels.
• Ability to work collectively with team supervisors and peers.
• Ability to work independently and manage multiple complex tasks simultaneously.
• Strong understanding of business drivers evidenced by ability to quickly set and adjust priorities.
• Dedication to maintain an organized and efficient work area, including maintenance of supplies and equipment.
• Maintain confidentiality and security information.

Additional Working Conditions/Aspects:

• Ability to travel between offices, as required.
• Ability to work flexible hours; overtime, weekends, and/or holidays.
• Ability to work overtime, weekends and/or holidays.
• Legally eligible to work in the United States.
• Valid driver’s license (if applicable).
• Must successfully complete pre-employment testing.
• Must be able to read and speak the English language.

This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Rumpke Waste and Recycling is committed to equality in all aspects of employment. It is Rumpke’s policy to provide 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.

Qualifications

Education

Preferred

Associates

Bachelors

Experience

Required 3 years

Experience in troubleshooting PC problems.

Experience supporting PC’s LANs and Windows environments.

Preferred

Experience with Windows 7 image building and user migration.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)