Service Desk Technician

Title: Service Desk Technician

FLSA Status: Non-Exempt

Reports To: End User Services Manager

Pay: $32 - $40/hr

About the Company:

GreenWaste has been an industry leader in recycling and waste diversion for more than 35 years and is on a growth trajectory after private equity investment in 2021. Our business was founded on principles of environmental sustainability, and innovation is a cornerstone of our ongoing operations and growth strategy. GreenWaste specializes in all aspects of material collection, processing, and sales, tailoring our service offerings to the unique needs of our customers and communities, and helping to shape the evolution of the solid waste and recycling industry. We work directly with 20+ municipalities and 50+ jurisdictions, operate highly regulated facilities in 10+ locations, and have 1,000+ employees.

We are seeking an experienced, successful, and engaged Service Desk Technician to join our team. This position is expected to work out of our office at 610 E. Gish Rd. San Jose, CA and limited job-related travel may be required.

Position Summary:

The Service Desk Technician is responsible for providing onsite and remote technical support to always keep Greenwaste’s employees productive and our information secure. As the first point of contact for employees requesting technology help, they provide excellent customer service while taking responsibility for assisting users in solving their day-to-day support issues from first contact through resolution.

Essential Functions and Responsibilities:

• Take ownership of and ensure timely response to end user’s technology service requests and manage them through resolution

• Provide onsite and remote support for end users in multiple work settings and environments
• Respond to queries and service requests using a ticketing system for tracking and resolution according to predefined priorities and policies
• Escalate issue and requests to the appropriate group within IT and communicate ongoing status to requestor
• Troubleshoot, install, and configure hardware and peripherals such as desktops, laptops, monitors, printers, and scanners
• Install operating systems, applications, upgrades, patches and resolve related problems
• Provision and support company owned mobile devices
• Educate and train users on company provided technology equipment and services
• Create and maintain IT documentation
• Contribute to technology asset management needs by tracking and managing hardware and software inventory
• Setup, install and support audio and video equipment needed for meetings, conferences, and training
• Participate in rotating on-call duty for after-hours support
• Perform other jobs and duties as needed

Knowledge, Skills & Abilities:

• High degree of customer service focus and strong communication skills
• Keen attention to detail, with a commitment to follow through and follow-up
• Ability to present technical information in understandable form to non-technical recipients
• Ability to investigate and resolve technical problems of moderate complexity
• Experience in an ITSM environment a plus

Qualifications:

• 3+ years in an end user focused technical support role
• CompTIA A+ or other similar certifications a plus
• Valid Driver’s license, Class C

Language Skill:

• Proficiency in English