Utility Forester Support Team Member

Company: Davey Resource Group, Inc.  
Locations: Reading, PA, Reading, PA, Reading, PA, Reading, PA, Reading, PA, Reading, PA  
Additional Locations: Greensburg, PA 
Work Site: On Site   
Req ID: 219582 

Position Overview

Vegetation Management (VM) Technical Production Support Specialist

Schedule: 40 hours Monday – Friday
Locations: Reading, PA; Greensburg, PA; 
Duration: ~1 year with potential for extension or long-term

Pay Rate: $27-30/hour depending on qualifications

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 Virgina.

Job Duties

o Provide high level of exceptional customer support of end users
o Maintain Mobile Asset Database (ITNow or equivalent) which tracks Personnel, issued Equipment and Accessories for iOS mobile devices
o Maintain, activate, troubleshoot wireless cellular accounts on iOS mobile devices
o General support, troubleshooting and assistance for iOS mobile devices
o VPN functionality
o Bluetooth functionality
o Ensuring compliance with client Cyber Security user & device requirements
o Active Directory user provisioning
o License provisioning
o Multifactor Authentication Support
o Create, respond, and resolve tickets respresenting VMS Support Desk
o Investigate and resolve data issues within the VMS software to support tickets (~80-90% of duties)

o Provide administrative assistance in handling data for VMS in database (~80-90% of duties)
o Share screen with end users to resolve support tickets
o Identify enhancements and defects for VMS software enter into database (Quality Center or equivalent)
o Escalate tickets to appropriate department/vendor for resolution
o Assist users with log on activation, MicroSoft Office 365 Apps, PowerBI usage
o Share results of daily application support in the form of lessons learned and global communications as identified
o Computer Use Agreement adherance
o Software or hardware upgrades
o Work with staff and management to address any user non-compliance issues
o Provide IT Solutions information users and iOS mobile devices
o Assist with onboarding, offboarding and transfer of employees
o Issue computer hardware and accessories to users as needed
o Attend staff meetings as required
o Integrate understanding of Utility Vegetation Management and VMS to support end users
o 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 multiitask
•  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
• Field experience in utility vegetation management
• Bilingual (English / Spanish) capabilities strongly suggested

Additional Information

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