Technical Specialist II
: Job Details :

Schedule: 40 hours Monday Friday 7:00AM to 3:30PM with 1D2 lunch 7:00AM to 4:00PM with 1 hr lunch 7:30AM to 4:00PM with 1D2 hr lunch 7:30AM to 4:30PM with 1 hr lunch 8:00AM to 4:30PM with 1D2 hr lunch 8:00AM to 5:00PM with 1 hr lunch Note: Typical schedule above occasional overtime and changes may be required from time to time Skills Required: 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 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 FirstEnergy 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. Measures: Daily Vegetation Management Technology Production Support of VMS for Business Unit: 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 FirstEnergy Cyber Security user & device requirements o Active Directory user provisioning o License provisioning o Multifactor Authentication Support o Create, respond, and resolve tickets representing 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