Help Desk Tech IWe are Waste Harmonics Keter, your partner in handling complex waste operations. Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what's needed to serve our customers well.The Help Desk Tech I is responsible for providing Tier 1 support for our iWaste monitoring systems.
This role plays a critical part in ensuring the reliability, performance, and uptime of our monitoring technology by identifying hardware, software, and communication issues and delivering timely resolutions.The ideal candidate is technically curious, customer-focused, and detail-oriented, with the ability to troubleshoot complex issues, analyze data, and communicate solutions effectively. This is an excellent opportunity for someone looking to build technical expertise in waste monitoring technology, IoT devices, and customer support operations.What You'll Be Doing:Provide first- and second-level technical support for iWaste monitoring systemsDiagnose and resolve hardware, software, communication, and connectivity issuesRespond to customer inquiries and support requests via phone, email, and ticketing systemsUtilize NetSuite to create and manage Sales Orders, Purchase Orders, and customer support casesAnalyze graph data, event logs, and system performance using the Device PortalRun reports to identify offline monitors, transducer issues, communication failures, and other system anomaliesMonitor system performance and proactively identify opportunities to reduce downtimeCoordinate with field technicians regarding installations, maintenance activities, and issue resolutionCollaborate with Technical Analyst II and other internal departments to resolve escalated technical issuesDocument troubleshooting steps, solutions, and support activities accuratelyEscalate unresolved issues through appropriate channels while ensuring timely customer communicationSupport continuous improvement initiatives related to monitoring technology and support processesWhat You'll Bring to the Table:Strong proficiency with Microsoft Office applications, including Excel, Word, and database toolsAbility to diagnose technical issues and communicate solutions clearly to customers and internal stakeholdersUnderstanding of pressure monitoring data and compactor monitoring functionsFamiliarity with data interpretation and navigation within monitoring platforms and device management systemsBasic knowledge of compactor operations and waste removal processesStrong problem-solving, troubleshooting, and analytical skillsExcellent customer service and communication abilitiesStrong organizational skills and attention to detailAbility to manage multiple priorities in a fast-paced environmentAbility to work independently while collaborating effectively across teamsPreferred Skills:Experience with Salesforce, NetSuite, or similar business management platformsFamiliarity with IoT devices, monitoring technologies, or remote equipment diagnosticsExperience working in a technical support, help desk, or service operations environmentKnowledge of waste compactors, waste monitoring systems, or technician dispatch processesElectronics troubleshooting experience or an electrical backgroundWhat's Good to Know:Onsite position located in Victor, NYSupports critical monitoring technology used across customer waste operationsFrequent interaction with customers, field technicians, and internal operational teamsOpportunity to develop expertise in waste technology, IoT monitoring systems, and technical operationsFast-paced environment requiring strong analytical and troubleshooting capabilitiesWhat We Bring to the Table:Competitive CompensationAnnual Bonus Plan at Every LevelContinuous Learning and Development Opportunities401(k) Retirement Savings with Company Match; Immediate VestingMedical & Dental InsuranceVision Insurance (Company Paid)Life Insurance (Company Paid)Short-term & Long-term Disability (Company Paid)Employee Assistance ProgramFlexible Spending Accounts/Health Savings AccountsPaid Time Off (PTO), Including Birthday Off, Community Volunteer Hours, and a Friday Off in the Summer7 Paid HolidaysAt Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.