Technical Production Support Specialist

Description

• Activate and troubleshoot wireless cellular accounts on iOS devices
• Assist with login activation, Microsoft Office 365 apps, and PowerBI usage
• Provide general support for iOS mobile devices (VPN, Bluetooth, software/hardware upgrades)
• Provide IT solutions and information for users and mobile devices
• Adhere to Computer Use Agreement policies
• Identify and log software enhancements and defects (Quality Center or equivalent)
• Escalate unresolved tickets to appropriate departments or vendors
• Address user non-compliance issues with staff and management
• Attend staff meetings as required
• Provide exceptional customer service to VMS end users
• Create, respond to, and resolve VMS Support Desk tickets
• Provide administrative assistance for VMS data handling (~80–90% of duties)
• Communicate lessons learned and global updates from daily support
• Share screens to resolve support tickets
• Ensure compliance with FirstEnergy Cyber Security requirements
• Ongoing training and assistance with obtaining industry certifications.
• Investigate and resolve data issues within VMS software (~80–90% of duties)
• Issue computer hardware and accessories as needed
• Assist with onboarding, offboarding, and employee transfers
• Maintain Mobile Asset Database (ITNow or equivalent) for personnel and issued equipment

Requirements

• Active Directory user provisioning
• Experience in Utility Vegetation Management or Forestry.
• Multifactor authentication support
• Ability to handle and track hardware in support of software and user
• Integrate knowledge of Utility Vegetation Management and VMS to enhance support
• Ability to work from office setting 100% of time
• All job offers are subject to pre-employment drug screening and a background check.
• Prior experience training or supporting training on software/s to new or returning users
• Superior problem-solving and technical computer skills to provide Support Desk ticket resolution
• Ability to travel with possible overnight stays (5 - 10%)
• Bi-lingual (English/Spanish) is a plus.
• Unless otherwise noted, we do not sponsor employees for work authorization in the U.S. for this position.
• Prior experience with support of data, databases, and Support Desk
• License provisioning
• Ability to work independently and manage time and tasks to complete work by defined deadlines
• Prior experience Vegetation Management software/technology.
• Knowledgeable about Utility Vegetation Management practices.
• Excellent customer service and communication skills in a fast-paced environment with ability to multitask

Benefits

• Company sponsored Boot and clothing program (Full-Time Employees).
• After 3 months: 401K, Life Insurance, Vacation Accrual, Short and Long-term Disability, Paid Maternity Leave.
• Paid Sick Time.
• Industry competitive pay.
• Day 1 of Employment: Medical/Dental/Vision/VOYA/Paid Holidays/EAP (Full-Time Employees).
• Weekly Pay Cycle.
• Participation in Referral Bonus Program.

Training + Development

Interview process

Visa Sponsorship

Security clearance