Service Delivery Support Technician II

Clean Earth is a leading provider of environmental services in the United States providing remediation, disposal, recycling, and beneficial reuse solutions for hazardous and non-hazardous waste, contaminated soil, and dredged material. Our vast portfolio of technologies and services touches nearly every industry that generates waste including energy, infrastructure, commercial, industrial, retail, and healthcare markets.

Every day our teams across the country take a hands-on, dedicated approach to recycling and beneficially reusing waste that would otherwise go into landfills. We value our employees as our most important asset, and this is reflected in many areas across our company including recently being named a 2024 Most Loved Workplace ®. We are committed to creating a positive work culture that fosters growth and development while ensuring the health and safety of our employees.

Customer focused, providing support for client and infrastructure. Responsible for monitoring, maintenance and support of site hardware/software and peripherals including but not limited to Server, PC, Laptop, Mobile Devices, Network Equipment, Audio Visual systems.

• Helpdesk ticket triage, queue management, incident resolution, and project tasks as assigned.
• Provide onsite and remote end-user technical support including hardware, software, and peripherals.
• Provide support/guidance for end users with O365 applications.
• Ensure required security and patch levels are met and maintained for SCCM, antivirus & web filtering on PCs.
• Support of mobile devices including iPhone, iPad, Android, Windows laptops and desktops, & setup in Intune.
• Triage and resolve MFA related issues, ensure users are enabled for MFA as appropriate.
• Audio visual system setup and support in corporate business environments.
• Maintain asset management of end-user devices (mobile, desktops and laptops).
• Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless).
• Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking, and audio/video.
• Troubleshoot and where possible resolve hardware issues relating to infrastructure and client equipment, and problems encountered in the use of site systems and desktop applications.
• Where onsite or additional support is required, escalate to local or higher-level technical support or when appropriate to IT management.
• Assist and perform project work as required.
• Perform other tasks as assigned by management.
• Maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards.
• Document actions, alterations, and procedures to ensure an accurate and accessible record of the current state of the system in Service Now ticketing system.
• Assist other members of the IT team when appropriate to complete tasks in the necessary timescale.
• Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.
• Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.
• Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate support team member.
• Continuously assess and communicate the possibility for improvement in support practices.

Basic Qualifications:

• High School Diploma or GED.
• Minimum 4-5 years’ experience in customer facing support of desktop hardware/peripherals and desktop software systems.
• Ability to take the lead when working with others or managing projects.
• Knowledge of the following products/technologies.
• Office365 (including but not limited to office apps, Teams, ODfB, Power BI)
• Windows 10 and Windows 11

Preferred Qualifications:

• Active Directory
• Windows Server 2012 R2, 2016, 2019
• Associates/Technical Degree

           or

• At least 3 years’ experience in a technical support role.
• Microsoft certification – MCSE, MCE
• A+ understanding of PC hardware
• Understanding of ITIL
• ServiceNow or other cloud-based help desk system.
• Use of remote troubleshooting tools ex., Zoho, Azure.
• Able to effectively plan and organize workload.
• Able to work under pressure.
• Able to use initiative and think outside the box.
• Able to develop good working relationships with other teams.
• Able to work in a fast-paced and dynamic environment with little direct supervision.

Physical and Mental Demands:

• Willing and able to travel approximately 5-10% of the time.
• Must be available during the core working hours of the team and occasionally during off-hours to assist with deployments and other emergency items.
• The ability to deal politely and professionally with customers and/or coworkers.
• The ability to manage several tasks at once to meet deadlines.
• The ability to use a computer to communicate, create, and access information.

All your information will be kept confidential according to EEO guidelines.