Technical Production Support Specialist

ArborMetrics is currently hiring a Technical Production Support Specialist to support our growing team. We’re looking for a motivated, detail-oriented professional who thrives in a fast-paced environment and values the independence of working autonomously.

This is a 6-month temporary position with the possibility of an extension. This role will play an integral part is migrating billing functions into a new platform, as well as assist with all aspects of day-to-day usage of Vegetation Management work software.

WHAT WE OFFER: 

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

 WHAT YOU WILL DO:

End User Support

• Provide exceptional customer service to VMS end users
• Share screens to resolve support tickets
• Assist with login activation, Microsoft Office 365 apps, and PowerBI usage
• Communicate lessons learned and global updates from daily support

Mobile Device & Asset Management

• Maintain Mobile Asset Database (ITNow or equivalent) for personnel and issued equipment
• Activate and troubleshoot wireless cellular accounts on iOS devices
• Provide general support for iOS mobile devices (VPN, Bluetooth, software/hardware upgrades)
• Ensure compliance with FirstEnergy Cyber Security requirements

System Administration

• Active Directory user provisioning
• License provisioning
• Multifactor authentication support
• Adhere to Computer Use Agreement policies

Ticketing & Issue Resolution

• Create, respond to, and resolve VMS Support Desk tickets
• Investigate and resolve data issues within VMS software (~80–90% of duties)
• Escalate unresolved tickets to appropriate departments or vendors

Database & Quality Management

• Provide administrative assistance for VMS data handling (~80–90% of duties)
• Identify and log software enhancements and defects (Quality Center or equivalent)

IT & Compliance Support

• Provide IT solutions and information for users and mobile devices
• Address user non-compliance issues with staff and management
• Assist with onboarding, offboarding, and employee transfers
• Issue computer hardware and accessories as needed

Collaboration & Integration

• Attend staff meetings as required
• Integrate knowledge of Utility Vegetation Management and VMS to enhance support

 WHAT YOU NEED TO HAVE:  

• Excellent customer service and communication skills in a fast-paced environment with ability to multitask
• experience in Utility Vegetation Management or Forestry.
• 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
• 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

WHAT WOULD BE AMAZING TO HAVE: 

• Knowledgeable about Utility Vegetation Management practices.
• Prior experience Vegetation Management software/technology.
• Bi-lingual (English/Spanish) is a plus.

 Work EnvironmentThis position is designated for an office environment. The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must be able to maintain attention and concentration for extended periods of time. Reasonable accommodations, if available, may be made to enable individuals with disabilities to perform the essential job functions.

Physical RequirementsPrimary functions require sufficient physical ability and mobility to work in an office environment; to sit at a workstation for prolonged periods of time; to frequently stoop, bend, reach, twist, grasp and make repetitive hand movement in the performance of daily duties, including computer work; carry, push and/or pull light amounts of weight and occasionally lift and/or move up to 15 pounds; ability to see and hear in normal range with or without correction. Specific vision abilities required by this job include close vision requirements due to computer work.  

Company OverviewArborMetrics Solutions (AMS) is a trusted advisor and collaborative partner, providing expertise and innovative solutions for environmental and construction oversight and vegetation management. Successful professionals at AMS have come from a variety of backgrounds, including forestry, arboriculture, natural resource management, biology, landscape maintenance, horticulture, nursery management, environmental sciences, geology, agriculture, parks & recreation management, urban forestry, geography, and more.For more information visit our website www.arbormetrics.com  Applicants must pass a pre-employment drug test and a criminal background check.  All candidates must possess a valid driver’s license and have a good driving record.  AMS is an Equal Opportunity and Affirmative Action Employer. EOE/AA: Minority/Female/ Vets/ Disabled.