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Job Title: Technician, Help Desk

Location: Remote/Hybrid - USA

Reports to: Manager, Help Desk

Department Name: Information Technology

Job Type: Full Time, Exempt

Position Summary

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.

Essential Duties & Key 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.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Experience & Qualifications:

• High school diploma and Associate’s degree in Information Technology, Computer Science, or a related field required. Bachelor’s degree preferred.
• 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.

Physical Demands and Working Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time.
• Frequent use of a computer requires fine motor skills and hand-eye coordination.
• Ability to sit for extended periods while working from home or a designated workspace.
• Ability to perform tasks that require sustained attention and focus.
• Occasional lifting of materials up to 25 pounds.
• Travel to attend team meetings may be required.
• To facilitate working from home, and as a requirement for this role, the employee must provide reliable internet connection with sufficient bandwidth to execute all job functions and technology setup conducive to remote work. The company laptop will be provided.
• A quiet, distraction-free workspace is required for maintaining productivity.
• Collaboration with team members may occur through virtual meetings and communication platforms.

About Rubicon

Rubicon is a leading provider of technology-based waste and recycling solutions for waste generators, helping them to understand, manage, and reduce waste.

We provide multi-location businesses with an all-in-one waste and recycling solution, offering deep insights into your waste streams to enable informed decision-making and actions across all your locations. We help customers achieve sustainability goals with tailored zero waste solutions, leveraging our longstanding relationships with more than 8,000 vendors and hauler partners.

Rubicon is an Equal Employment Opportunity Employer. We also maintain a Drug-Free Workplace.

Rubicon is committed to sustainability and will rely on all employees to serve as an advocate for Environmental Social and Governance (ESG) both internally and externally to help grow the Company’s ESG objectives.

• Environment: Contribute, measurably, to Rubicon’s carbon reduction goal and circular economy efforts
• Social: Support Rubicon’s efforts to cultivate/promote racial and gender equity
• Governance: Advance Rubicon’s commitment to best-in-class governance practices

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.