Technical Support Specialist

Vegetation Management Technical Production Support Specialist

Vegetation Management Technology Production Support to assist with all aspects of day to day usage of our Vegetation Management work management software known as VMS (Vegetation Management Solution) on iOS mobile devices by ~ 2000 end users consisting of internal staff and external contractors who perform operational field activities on the distribution and transmission system in Ohio, Pennsylvania, New Jersey, Maryland, and West Virginia.

Job Duties:

• Provide high level of exceptional customer support of end users
• Maintain Mobile Asset Database (ITNow or equivalent) which tracks Personnel, issued Equipment and Accessories for iOS mobile devices
• Maintain, activate, troubleshoot wireless cellular accounts on iOS mobile devices
• General support, troubleshooting and assistance for iOS mobile devices
• VPN functionality
• Bluetooth functionality
• Ensuring compliance with client Cyber Security user & device requirements
• Active Directory user provisioning
• License provisioning
• Multifactor Authentication Support
• Create, respond, and resolve tickets representing VMS Support Desk
• Investigate and resolve data issues within the VMS software to support tickets (~80-90% of duties)
• Provide administrative assistance in handling data for VMS in database (~80-90% of duties)
• Share screen with end users to resolve support tickets
• Identify enhancements and defects for VMS software enter into database (Quality Center or equivalent)
• Escalate tickets to appropriate department/vendor for resolution
• Assist users with log on activation, MicroSoft Office 365 Apps, PowerBI usage
• Share results of daily application support in the form of lessons learned and global communications as identified
• Computer Use Agreement adherance
• Software or hardware upgrades
• Work with staff and management to address any user non-compliance issues
• Provide IT Solutions information users and iOS mobile devices
• Assist with onboarding, offboarding and transfer of employees
• Issue computer hardware and accessories to users as needed
• Attend staff meetings as required
• Integrate understanding of Utility Vegetation Management and VMS to support end users
• Support end users in the field in understanding and usage of VMS

Qualifications:

Required qualifications:

• Excellent customer service and communication skills in a fast paced environment with ability to multitask
• Ability to work independently and manage time and tasks to complete work by defined deadlines
• Superior problem-solving and technical computer skills to provide Support Desk ticket resolution
• Basic understanding of Utility Vegetation Management best management practices (BMP's)
• Prior experience with support of data, databases, and Support Desk
• Ability to work from office setting 100% of time
• Ability to travel with possible overnight stays (5 - 10%)
• Ability to handle and track hardware in support of software and user
• Prior experience training or supporting training on software/s to new or returning users

Preferred qualifications:

• Experience with VMS (Vegetation Management Software) a plus
• Bilingual (English / Spanish) capabilities strongly suggested

What We Offer:

• Paid time off and paid holidays.
• Opportunities for advancement.
• All job specific equipment and safety gear provided.
• 401(k) retirement savings plan with a company match.
• Employee-owned company and discounted stock purchase options.
• Group Health Plan.
• Employee Referral Bonus Program: Send-A-Friend.
• Locations throughout the United States in major cities and desirable areas.
• Career Development Program supported by industry expert safety specialists and skilled trainers.
• The Davey Tree Family Scholarship for children of employees.
• Charitable matching gift program.
• All listed benefits available to eligible employees.

Additional Information:

At Davey, our values are our compass and core to everything we do. Davey Resource Group values itself on Safety, Integrity, Expertise, Leadership, Stewardship, and Perseverance. Pre-employment drug screen (marijuana included) and background check required.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: The Davey Tree Expert Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

ACOMODATIONS: If requested by an employee or otherwise as required by law, reasonable accommodations will be made to enable employees with disabilities to perform essential job functions.