System Support Specialist

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Casella Waste Systems, Inc. [Nasdaq: CWST] is a regional solid waste, recycling and resource management services company that provides solid waste collection, transfer, disposal, recycling, and organics services. Casella operates facilities in 6 northeastern states, with 2,400 employees, and annual revenues of approximately $670 million.

Casella Waste Systems, Inc. is seeking to hire an entry level System Support Specialist to be part of the Support Services Team reporting to the Manager of Support Services.  The System Support Specialist is responsible for first and second level support for all enterprise software and hardware platforms. This position provides effective diagnostic evaluation of end-user Customer needs, and in all cases uses good judgment and timeliness in responding to and resolving each technical issue or complaint to the customers’ satisfaction.

Responsibilities & Duties:

  • Provide first and second level support to requests for technical assistance in person, via phone, and email.
  • Diagnose and resolve technical hardware and software issues.
  • Research end-user questions using available information and knowledge base resources.
  • Advise end-user on appropriate action.
  • Follow standard corporate Help Desk procedures.
  • Log all Help Desk interactions.
  • Redirect problems to correct resource.
  • Identify and escalate situations requiring urgent attention.
  • Track and route problems and requests, and document resolutions.
  • Inform management of recurring problems.
  • Stay current with system information, changes and updates.
  • Assist with desktop, laptop and tablet imaging, installs and configurations as needed.
  • Maintain and organize backup/restore schedules for external rotation and storage of backup tapes.
  • Manages the corporation’s mobile phone program.
  • Assists in projects and work efforts as assigned.

Education, Experience & Certifications:

  • Bachelor’s Degree and/or 1-2 years of related experience.
  • Technical-level knowledge of Microsoft Windows Desktop operating systems.
  • Microsoft O365 User (Microsoft Outlook, Office 2016, Skype, and SharePoint).
  • Hardware/peripheral knowledge.
  • Experience with VOIP phone systems (CISCO UCS preferred).
  • Understand basic network concepts.
  • Strong interpersonal, customer service and teamwork skills.
  • Proficiency in problem solving, and time management.

Qualifications & Skills:

  • Microsoft Certification is a plus.
  • Strong computer literacy skills with emphasis on software/hardware knowledge, installs, use.
  • Technical-level knowledge of Microsoft Windows Desktop operating systems.
  • Knowledge of Microsoft applications, database applications, Internet and internet protocols.
  • Knowledge of smart phone and mobile device platforms.
  • Experience with computer imaging products is a plus.
  • Provide quality service to internal and external customers in all assigned tasks.
  • Ability to multitask - Sense of urgency; maintain a positive attitude.
  • Excellent telephone presence with organized follow-up skills.
  • Ability to be proactive and able to take direction and establish ownership of projects.
  • Strong interpersonal, customer service and teamwork skills.
  • Proficiency in problem solving, and time management.
  • Excellent verbal and written communication skills.
  • Ability to be on call rotation.

 

We offer excellent benefits including Medical, Dental, Vision, Disability Insurance, Life Insurance, Employee Stock Purchase Plan, and a 401(k) Plan.

Casella Waste Systems, Inc. is an Equal Opportunity Employer.

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