Vegetation Management Technical Production Support Specialist | Fairmont, WV

ACRT, Inc.

Full time Regular

About The Team  

At ACRT, we put safety first. Beyond that, our culture always has been, and always will be, about one thing: people. It’s about our employees, our customers, and the communities our customers serve. We empower the best people to help sustain our world. We’re the only independent national vegetation management consulting firm — giving us the freedom to put our clients first. We’re always looking for driven individuals with good customer service skills who love the outdoors and appreciate the support and independence we provide. We offer qualified training opportunities in areas where they are needed to help our customers reach their fullest potential, preparing them for what their work throws at them. 

 

About the Role 

The Vegetation Management Technical Production Support Specialist reports to the Operations Manager or Supervisor at ACRT Inc. This position will play a key role in supporting the utility division by assisting Consulting Utility Foresters and Database Clerks with document coordination, research, correspondence, and filing. This position requires a high degree of organization and excellent attention to detail. 

What You’ll Do 

• Provide high level of exceptional customer support of end users
• Maintain Mobile Asset Database 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
• Integrate understanding of Utility Vegetation Management and VMS to support end users
• Support end users in the field in understanding and usage of VMS
• Other duties as assigned. 

About You 

Must haves: 

• Education: High School Diploma or GED required; may substitute 5 years of experience in lieu of a High School Diploma or GED

• Experience: 1 year of experience in office management, office administration, or customer service. Must possess a valid driver’s license. 

Nice to haves: 

• Education: Associate’s Degree in Administration or Communications 

• Experience: 2 years of experience in office management, office administration, or customer service. 

Your Skills: 

• Excellent customer service and communication skills in a fast paced env