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ACRT, Inc. 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 Technician Production Support Specialist reports to the Operations Manager at ACRT Inc. This position assists 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 Virginia. What You'll Do 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 FirstEnergy Cyber Security user & device requirements Active Directory user provisioning License provisioning Multifactor Authentication Support Create, respond, and resolve tickets respresenting 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 adherance 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 About You Must haves: Education: High School Diploma 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 Be able to communicate and present himself/herself in a professional manner. Prior administrative assistance with support of data, databases, and Support Desk Drug Testing: Drug testing is required Benefits Health and Safety Group health plans including medical/prescription, dental, vision and a variety of other coverage options offered Company paid group life insurance, accidental death & dismemberment insurance, short and long term disability Flexible Spending Accounts or an option for a Health Savings Account with company match Company paid Employee Assistance Program (EAP) for all