IT Support Technician

Position: IT Support Technician 1

As the nation’s first statewide, “transmission only” company, VELCO manages the safe, reliable, cost-effective transmission of electric power throughout Vermont and as a part of the integrated New England regional network.

Why you should join our team

At VELCO, our Information Technology team is dedicated to delivering exceptional customer service and ensuring the reliable operation of the technology systems that support our business.

How you will make an impact

You will be responsible for providing exceptional support and ensuring the smooth operation of our organization's IT Operations. The technician will work with customers, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be motivated to learn, excellent problem-solvers with outstanding communication and customer service skills.

Responsibilities

• Account Management:
  Create and manage user accounts in Active Directory (AD), applying appropriate permissions and access controls.
• Laptop Imaging:
  Perform imaging and deployment of laptops, ensuring consistent software configurations across the organization.
• Application Installation:
  Install and configure various software applications as per user requirements, including specialized software such as Mathcad, AutoCAD, and Bluebeam.
• User Support:
  Troubleshoot and resolve user issues, providing timely and effective solutions to ensure minimal downtime.
• Onboarding:
  Assist in the onboarding process for new employees, ensuring they have the necessary IT resources and access.
• Process Improvement:
  Collaborate with different departments to streamline processes, implement changes, and introduce new procedures as required.
• Printer Management:
  Maintain printer inventory, order supplies, and submit copy counts to vendors.
• Documentation:
  Create and maintain knowledge base articles, self-service guides, and other documentation to support users and facilitate knowledge sharing.
• Asset Management:
  Wipe and prepare laptops for donation or disposal, ensuring proper data sanitization and adherence to security protocols.
• Research and Analysis:
  Assist users with new requests, conducting research and providing recommendations for solutions.
• Confidentiality:
  Maintain strict confidentiality and handle sensitive situations with discretion and professionalism.
• Perform other duties as assigned.

Who you are Education & Training

Associates degree in Information Technology, Computer Science, Engineering, or related field, preferred.

Equivalent combination of work experience, education, training, and certifications considered. CompTIA, A+, or other related IT professional certifications are highly desirable.

Experience

The IT Support Technician I is an entry level position. A minimum of 1 year of demonstrated, relevant experience is required, or an equivalent combination of experience and education.

Knowledge/Skills

• Proven experience in an IT support, service desk or customer service role
• Strong technical skills and proficiency with common operating systems, software applications, and ticketing systems
• Excellent problem-solving abilities and analytical skills
• Outstanding communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Commitment to continuous learning and professional development
• Familiarity with IT security best practices and data protection regulations

Work Environment

Collaborative, cross-functional team environment

Open office setting and dog friendly

Opportunity to work closely with all departments

Mission-driven organization supporting critical energy infrastructure

Physical/Mental Demands

Prolonged periods of sitting at a desk and working on a computer are required. The…