Help Desk Technician

Job Title: Technician, Help Desk

Location: Remote/Hybrid - USA

Reports to: Manager, Help Desk

Department Name: Information Technology

Job Type: Full Time, Exempt

Position Summary

The Help Desk Technician is responsible for providing first-level technical support to internal users across the organization. Reporting to the Help Desk Manager, you will play a crucial role in ensuring the smooth operation of IT systems and services that support Rubicon’s mission to drive environmental innovation. This role will collaborate with IT and Customer Support departments to resolve technical issues, maintain system up time, and enhance user productivity. The goal will be to deliver timely, professional, and effective technical support to all employees.

Essential Duties & Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or the ticketing system.
• Diagnose and resolve hardware, software, and network issues on Windows and Mac platforms.
• Support enterprise applications including Microsoft 365, Intune, Entra, and internal waste management platforms.
• Set up and configure new user accounts, workstations, and mobile devices.
• Maintain accurate documentation of issues, solutions, and user interactions in the help desk system.
• Ability to work after hours or in an on-call rotation as needed.
• Escalate unresolved issues to appropriate IT personnel and follow up to ensure resolution.
• Assist with onboarding and offboarding processes, including provisioning and deprovisioning of accounts and equipment.
• Monitor system performance and report anomalies or outages to the IT team.
• Provide IT support to hybrid and field-based employees.
• Participate in IT projects and initiatives to improve service delivery and system reliability.
• Ability to travel and/or work onsite up to 5% on an annual basis.
• Performs other duties as assigned or apparent.

**Supervisory Responsi...