IT Help Desk Lead - Ruppert Landscape

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.

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.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Hands on with laptops, desktops, monitors, cabling, etc
• Imaging of all new PC’s with Ruppert’s standardized imaging process via KACE K2000
• Experienced in basic repair (ie. Screen, hard drive, RAM replacement)
• Work with vendors for warranty claims on PC hardware
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Work with team on all reported issues – infrastructure and application
• Documentation and End User Training
• Review and prioritize open/new requests with business and IT Team

Application Support

• Manage, monitor, and work help tickets via Zendesk Management Tool within multiple queues
• Support end users on applicable software issues
• Analyze and Define areas of concern for process improvement, documentation, training
• Utilize and update Knowledge Base

• The following are not necessary but are a plus -

  • A+ certification or other
  • Familiarity with ticketing systems and remote access applications
  • 2-3 years helpdesk and/or customer service experience

What we provide:

• Competitive salary
• Medical benefits with dental and vision
• Flexible Spending Account
• 401(k) plan
• Flexible work/life balance
• Family-oriented company culture

Ruppert Landscape is an Equal Opportunity and E-verify Employer