Help Desk Technician

About the role

The Help Desk Tech I is responsible for providing Tier 1 support for our iWaste monitoring systems. This role ensures the reliability, performance, and uptime of our monitoring technology by identifying and resolving hardware, software, communication, and connectivity issues.

Responsibilities

• Provide first- and second-level technical support for iWaste monitoring systems
• Diagnose and resolve hardware, software, communication, and connectivity issues
• Respond to customer inquiries and support requests via phone, email, and ticketing systems
• Create and manage Sales Orders, Purchase Orders, and customer support cases in NetSuite
• Analyze graph data, event logs, and system performance using the Device Portal
• Run reports to identify offline monitors, transducer issues, communication failures, and other system anomalies
• Maintain system performance and proactively identify opportunities to reduce downtime
• Collaborate with field technicians regarding installations, maintenance activities, and issue resolution
• Coordinate with Technical Analyst II and other internal departments to resolve escalated technical issues
• Document troubleshooting steps, solutions, and support activities accurately
• Escalate unresolved issues through appropriate channels while ensuring timely customer communication
• Support continuous improvement initiatives related to monitoring technology and support processes

Requirements

• Strong proficiency with Microsoft Office applications, including Excel, Word, and database tools
• Ability to diagnose technical issues and communicate solutions clearly to customers and internal stakeholders
• Understanding of pressure monitoring data and compactor monitoring functions
• Familiarity with data interpretation and navigation within monitoring platforms and device management systems
• Basic knowledge of compactor operations and waste removal processes
• Strong problem-solving, troubleshooting, and analytical skills
• Excellent customer service and communication abilities
• Strong organizational skills and attention to detail
• Able to manage multiple priorities in a fast-paced environment
• Able to work independently while collaborating effectively across teams

Preferred Skills

• Experience with Salesforce, NetSuite, or similar business management platforms
• Familiarity with IoT devices, monitoring technologies, or remote equipment diagnostics
• Experience working in a technical support, help desk, or service operations environment
• Knowledge of waste compactors, waste monitoring systems, or technician dispatch processes
• Electronics troubleshooting experience or an electrical background