What are the responsibilities and job description for the IT Support Specialist position at Vermont Gas Systems Inc?
ABOUT THE POSITION:
At Vermont Gas Systems (VGS), we ensure the safe and reliable delivery of natural gas and other energy services to over 55,000 Vermonters in Chittenden, Franklin, and Addison counties. We promote a positive work environment that values individual and team growth.
The IT Support Specialist plays a key role in providing front-line technical support for our 130 employees. The IT Support Specialist will have opportunities to learn new technologies, lead projects, and be part of a growing team that provides technical services to VGS. A great IT Support Specialist embraces the combination of problem solving, customer service, and technology know-how. This position offers opportunities for growth and exposure to a multitude of technologies and operational environments.
RESPONSIBILITIES INCLUDE
- Provide helpdesk support and resolve problems to the end user’s satisfaction
- Monitor and respond quickly and effectively to requests received through the ticketing system
- Work with senior-level admins to determine and resolve high-level problems
- Ensure proper categorization, documentation, escalation, and closure of tickets
- Walk customers through problem-solving process
- Manage the IT inventory from delivery of machines to retirement
- Manage PC setup and deployment for new employees using standard hardware, images, and software for onboarding and refresh projects
- Set up and configure cellular phones, tablets, and VOIP phones for office and field staff
- Document and update internal procedures
- Follow up with customers to ensure issue has been resolved
- Other duties may be added and/or assigned as needed
WHAT ARE THE DESIRED SKILLS FOR THIS ROLE?
- Advanced troubleshooting skills with familiar and unfamiliar technologies alike
- Ability to communicate technical information, both verbal and written to a wide range of end-users
- Strong customer focus; service-oriented attitude
- Experience managing competing customer situations
- Experience meeting project deadlines with limited supervision
- Ability and desire to learn new skills quickly
- Associates or bachelor’s degree in Information Systems, Business, Communications, or related field preferred
- IT Service Desk Specialist Certificate preferred
- Must have experience in an IT support environment
- Active Directory, Anti-Virus, Encryption, VPN and MDM experience desired
- Basic understanding of TCP/IP, DNS, DHCP, RDP, etc.
- Basic understanding of cybersecurity-related issues
- Competency with common mobile products (iPhone, iPad, devices)
- Experience with VOIP phone systems
- A , N , MCP, or other industry level certifications recommended
Physical Demands/Work Conditions
- Frequently – Stand; walk; sit; bend; stoop; kneel; crawl; work on various technology; continuous ‘screen’ time.
- Occasionally – Drive; push; pull; squat; climb; twist; reach above shoulder level; use hands for object manipulation; lift between 10-50 lbs.; and work at heights.
- Ability to use light tools to include screw drivers and pliers.
Diversity & Inclusion Statement
We are committed to building a work community that is inclusive and represents a vibrant diversity of background, experience, perspective, and thought. Chances are, if you are considering applying for this position, you have transferable skills that will help you be successful in this role. Candidates across all markers of identity (age, race, gender, ability, communication style, etc.) are highly encouraged to apply, even if every skill requirement does not match perfectly, because we believe in continuous improvement and support our employees in achieving goals and objectives.