IT Production Support III - Revel IT : Job Details

Our Akron, Ohio client has a contract opening for IT Production Support who will assist with all aspects of day-to-day usage of the 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.

• Candidates must be local to Akron on-site preferred

Schedule: 40 hours Monday - Friday7:00AM to 3:30PM with ½ lunch 7:00AM to 4:00PM with 1 hr lunch7:30AM to 4:00PM with ½ hr lunch 7:30AM to 4:30PM with 1 hr lunch8:00AM to 4:30PM with ½ hr lunch 8:00AM to 5:00PM with 1 hr lunchNote: Typical schedule above - occasional overtime and changes may be required from time to time Skills Required:

• 5+ years of experience
• Excellent customer service and communication skills in a fast-paced environment; ability to multitask
• Superior problem-solving and technical computer skills to provide Support Desk ticket resolution
• Prior administrative assistance with support of data, databases, and Support Desk

Responsibilities:

• Daily Vegetation Management Technology Production Support of VMS for Business Unit:
  • 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 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 adherence
  • 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