Ruppert Landscape
Overview:
Ruppert Landscape is a family and employee-owned commercial landscape construction and management company headquartered in Montgomery County, MD with operations in Pennsylvania, Maryland, Virginia, North Carolina, Georgia, Texas, Delaware and Tennessee.
Our mission is to provide opportunity for our people, take excellent care of our customers, and be good stewards of the environment and our community.
Responsibilities:
Ruppert Landscape is looking for a customer service oriented Help Desk Lead to provide technical support to users in an efficient and accurate manner.
You will be considered the company's front liner, will solve technical problems, and provide support for all assigned areas.
The company depends on this position to keep all end user devices including laptops, desktops, phones, tablets, and printers.
Success in this role will be measured by the quality of customer service provided as well as traditional ticket metrics like time to close/respond.
This person must have the ability to problem solve independently while maintaining a TEAM mindset.
The successful candidate will possess a can-do attitude, be willing to learn, and work with the IT Team to manage ticket requests for all applications and infrastructure issues.
This person's ability to expand/increase their role on the team is highly valued.
ResponsibilitiesProvide first level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesHands on with laptops, desktops, monitors, cabling, etcImaging of all new PC's with Ruppert's standardized imaging process via KACE K2000Experienced in basic repair (ie.
Screen, hard drive, RAM replacement)Work with vendors for warranty claims on PC hardwareWalk customers through problem solving processFollow up with customers, provide feedback and see problems through to resolutionUtilize excellent customer service skills and exceed customers' expectationsEnsure proper recording, documentation and closureRecommend procedure modifications or improvementsPreserve and grow your knowledge of help desk procedures, products and servicesWork with team on all reported issues - infrastructure and applicationDocumentation and End User TrainingReview and prioritize open/new requests with business and IT Team Application SupportManage, monitor, and work help tickets via Zendesk Management Tool within multiple queuesSupport end users on applicable software issuesAnalyze and Define areas of concern for process improvement, documentation, trainingUtilize and update Knowledge Base
Qualifications:
The following are not necessary but are a plus -A
certification or otherFamiliarity with ticketing systems and remote access applications2-3 years helpdesk and/or customer service experience What we provide:
Competitive salaryMedical benefits with dental and visionFlexible Spending Account401(k) planFlexible work/life balanceFamily-oriented company culture Ruppert Landscape is an Equal Opportunity and E-verify Employer About the Company:
Ruppert Landscape.
Estimated Salary: $20 to $28 per hour based on qualifications.
Ruppert Landscape is a family and employee-owned commercial landscape construction and management company headquartered in Montgomery County, MD with operations in Pennsylvania, Maryland, Virginia, North Carolina, Georgia, Texas, Delaware and Tennessee.
Our mission is to provide opportunity for our people, take excellent care of our customers, and be good stewards of the environment and our community.
Responsibilities:
Ruppert Landscape is looking for a customer service oriented Help Desk Lead to provide technical support to users in an efficient and accurate manner.
You will be considered the company's front liner, will solve technical problems, and provide support for all assigned areas.
The company depends on this position to keep all end user devices including laptops, desktops, phones, tablets, and printers.
Success in this role will be measured by the quality of customer service provided as well as traditional ticket metrics like time to close/respond.
This person must have the ability to problem solve independently while maintaining a TEAM mindset.
The successful candidate will possess a can-do attitude, be willing to learn, and work with the IT Team to manage ticket requests for all applications and infrastructure issues.
This person's ability to expand/increase their role on the team is highly valued.
ResponsibilitiesProvide first level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesHands on with laptops, desktops, monitors, cabling, etcImaging of all new PC's with Ruppert's standardized imaging process via KACE K2000Experienced in basic repair (ie.
Screen, hard drive, RAM replacement)Work with vendors for warranty claims on PC hardwareWalk customers through problem solving processFollow up with customers, provide feedback and see problems through to resolutionUtilize excellent customer service skills and exceed customers' expectationsEnsure proper recording, documentation and closureRecommend procedure modifications or improvementsPreserve and grow your knowledge of help desk procedures, products and servicesWork with team on all reported issues - infrastructure and applicationDocumentation and End User TrainingReview and prioritize open/new requests with business and IT Team Application SupportManage, monitor, and work help tickets via Zendesk Management Tool within multiple queuesSupport end users on applicable software issuesAnalyze and Define areas of concern for process improvement, documentation, trainingUtilize and update Knowledge Base
Qualifications:
The following are not necessary but are a plus -A
certification or otherFamiliarity with ticketing systems and remote access applications2-3 years helpdesk and/or customer service experience What we provide:
Competitive salaryMedical benefits with dental and visionFlexible Spending Account401(k) planFlexible work/life balanceFamily-oriented company culture Ruppert Landscape is an Equal Opportunity and E-verify Employer About the Company:
Ruppert Landscape.
Estimated Salary: $20 to $28 per hour based on qualifications.
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