Technical Support Analyst I

Help Desk Tech I

We 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 systems
• Diagnose and resolve hardware, software, communication, and connectivity issues
• Respond to customer inquiries and support requests via phone, email, and ticketing systems
• Utilize NetSuite to create and manage Sales Orders, Purchase Orders, and customer support cases
• 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
• Monitor system performance and proactively identify opportunities to reduce downtime
• Coordinate with field technicians regarding installations, maintenance activities, and issue resolution
• Collaborate 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

What You'll Bring to the Table:

• 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
• Ability to manage multiple priorities in a fast-paced environment
• Ability 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

What's Good to Know:

• Onsite position located in Victor, NY
• Supports critical monitoring technology used across customer waste operations
• Frequent interaction with customers, field technicians, and internal operational teams
• Opportunity to develop expertise in waste technology, IoT monitoring systems, and technical operations
• Fast-paced environment requiring strong analytical and troubleshooting capabilities

What We Bring to the Table:

• Competitive Compensation
• Annual Bonus Plan at Every Level
• Continuous Learning and Development Opportunities
• 401(k) Retirement Savings with Company Match; Immediate Vesting
• Medical & Dental Insurance
• Vision Insurance (Company Paid)
• Life Insurance (Company Paid)
• Short-term & Long-term Disability (Company Paid)
• Employee Assistance Program
• Flexible Spending Accounts/Health Savings Accounts
• Paid Time Off (PTO), Including Birthday Off, Community Volunteer Hours, and a Friday Off in the Summer
• 7 Paid Holidays

At 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.