May 18, 2011
CENTRAL VERMONT PUBLIC SERVICE CORPORATION
Posting Description
POSITION TITLE: Desktop System Support Specialist (Non-exempt)
RANGE: $28,545 - $35,681 - $42,818 (Grade 18)
$33,376 - $41,720 - $50,064 (Grade 21)
$39,025 - $48,782 - $58,538 (Grade 24)
$43,313 - $54,141 - $64,970 (Grade 26)
REPORTS TO: IT Service Desk Manager
POSITION SUMMARY
This position is accountable for providing coordinated technical support, assistance and consultation to corporate computer users for in-house computer systems, including application servers, desktops and peripherals in accordance with service level agreements (SLAs) by performing a variety of software, hardware and network problem analysis and monitoring tasks; triaging network problems to appropriate technical staff; logging, coordinating and tracking requests for assistance; guiding users through step-by-step solutions; and providing one-on-one and group end-user training to ensure customer satisfaction.
PRINCIPAL RESPONSIBILITIES
§ Performs installation, diagnosis, repair, maintenance and upgrades for all hardware and equipment to ensure optimal workstation performance.
§ Provides technical support and training to end-users in a wide variety of software applications including performing question/problem diagnosis to ensure optimal workstation performance and end-user satisfaction.
§ Works with end-users to identify and resolve various computer, software and hardware problems.
§ Provides coordinated end-user training and support by receiving and responding to customer calls, pages and emails and assesses requests for response in accordance with service level agreements (SLAs) to ensure timely resolution and customer satisfaction.
§ Guides end-users through step-by-step resolution in a call center environment clearly communicating technical solutions in a user-friendly, professional manner.
§ Utilizes knowledge of Microsoft Remote Installation Server (RIS) and Microsoft Systems Management Server (SMS) to create and distribute desktop images; manage and troubleshoot end-user desktops; and distribute software updates and perform post resolution follow-up and testing.
§ Analyzes demographic data related to each ticket and provides recommendations to aid in the prevention of future end-user problems by compiling data, preparing reports, identifying trends, and documenting progress and resolution through the Problem & Trouble Ticket Tracking System (ITSM).
§ Participates in the development and distribution of frequently asked questions (FAQ), procedures manuals and documentation for training and help desk use.
§ Conducts periodic user satisfaction surveys and creates reports based on user feedback and trends.
§ Assists in developing a comprehensive selection of training programs and provides training to end-users on the use and application of Microsoft suite of products and other company supported software applications.
§ Provides security administration for company computer systems including adding, updating and deleting users.
§ Manages desktop related projects by creating project plans, communicating project activities and deadlines, and performing follow-up tasks to ensure successful implementation.
QUALIFICATIONS
An associate’s degree in computer science or related field and 2 years experience working with computer hardware and peripherals, desktop configurations, IT service desk business function, deskside support and service, software implementation and training required. Candidates must have experience working in an ITSM or ticket management software environment. Demonstrated project management experience is desired. Excellent verbal and written communication skills along with the ability to present ideas in a user-friendly format are required. Preference for candidates with bachelor’s degree in computer science or related field and certification in Microsoft Certified Desktop Support Technician, Microsoft Certified Professional or Microsoft Office Specialist. The successful candidate will be a self-motivated individual with a strong attention to detail, who excels in a fast-paced environment and provides exceptional client support to business units. After hours and on-call support is required.
ATTRIBUTES
Positive, team-oriented individual who embodies commitment and dedication to the customer and organization, is proactive and results-oriented, is trusting and trustworthy, exercises sound judgment and who participates in continuous learning. The incumbent is an effective problem solver with the ability to manage results and prioritize efforts to achieve department objectives. The incumbent will possess strong functional and technical expertise with IT call centers and deskside support and service solutions.
CULTURAL EXPECTATIONS
· Employees will be empowered to make decisions and be held accountable for them, take a “can-do” approach to their job, maintain a clear customer focus and drive toward results.
· Employees will be expected to model Servant Leadership, continuous improvement and the corporate Values in their interactions with others, and contribute fully toward achieving the goals of the organization, within the scope of their position. · Employees will work effectively and relate well to individuals at all levels within and outside of the Company. Employees will exhibit a professional manner in dealing with others and will work to maintain constructive and productive working relationships.
THE ABOVE DESCRIPTION COVERS THE MOST SIGNIFICANT DUTIES PERFORMED BUT DOES NOT EXCLUDE THE OCCASIONAL WORK ASSIGNMENTS NOT MENTIONED.
Women and Minorities Are Encouraged to Apply – Equal Opportunity Employer
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AMERICORPS VISTA
Monthly Living Allowance ($891 for state of Vermont except Chittenden County, $936 for Chittenden County, $1091 for Leader) End of Service Option (upon successful completion members are eligible for a $5550 education award OR $1500 stipend) Student Loan Forbearance or Deferment (for qualified loans) Training (Career Development and Service Reflection) Health Care Plan (Basic health plan through Seven Corners) Leave (10 personal leave and 10 medical leave days) Travel Reimbursement and Relocation costs (Contact VYT staff for specifics) Childcare (Childcare subsidy is available through CNCS for mem-bers who qualify) Go to americorps.gov
Under "Join AmeriCorps" (right), Click on "Advanced Opportunity Search" (under the Search button)
In the State field, click on arrow and choose "Vermont"
In the Program Name field, type "VYT" and click the Search button
All VYT sites should appear. Apply to all that interest Do you want to contribute to a cause that counts? Contact us today. Anyone interested in applying should go to the main website at http://www.americorps.gov/ Under “Join AmeriCorps,” click “Advanced Opportunity Search”
For State, choose Vermont
For Program Name, type VYT and click Search
From there, you can view and apply to all of the programs that interest you. The positions will be open until filled.
We also have summer opportunities available; these VYT and VYDC summer positions serve in a direct-service role at organizations across the state. Follow the same link as above, but type "summer" for the Program name.
For additional information, please contact our staff at
vyt.vydc.recruitment@gmail.com, or at
(802) 229-9151.
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Looking for a talented photography student interested in working as a photographer as well as photography business developer at Golden Goal Tournament Park in Fort Ann. The job will require a knowledge of the equipment necessary to produce high quality action photos. For more information please contact
info@goldengoal.com.
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IT Service Desk Internship
Central Vermont Public Service Corporation, Vermont's largest electric utility, is seeking an IT Service Desk intern for the summer to assist help desk and desktop support staff with a variety of customer support issues as well as operating system and software implementation projects in its Rutland office.
Assigned tasks could include, but are not limited to:
- providing coordinated technical support, assistance and consultation to corporate computer users in accordance with service level agreements (SLAs) by performing a variety of software, hardware and network problem analysis and monitoring tasks; triaging network problems to appropriate technical staff; logging, coordinating and tracking requests for assistance; guiding users through step-by-step solutions; and providing one-on-one and/or group end-user training to ensure customer satisfaction.
- providing technical support including troubleshooting, maintenance and installation for all computer systems, desktops and peripherals to ensure optimal workstation performance.
Qualifications: Candidate should have excellent communication and organization skills and be proficient with Microsoft Office applications. Demonstrated technical knowledge of PC hardware and PC configurations, peripherals, network systems, including protocols, operating systems and standards is desirable. Experience working in an ITSM or ticket management software environment is helpful. Experience working in a team environment is desired.
Salary: $10 to $14 per hour, depending on qualifications.
Please send a letter of interest and resume to:
Melissa Norman
Central Vermont Public Service Corporation
802.747.5848
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FIELD TEAM MEMBERS
August 16 to November 10, 2011
The Maine Conservation Corps is dedicated to accomplishing outdoor recreation and conservation projects. MCC engages teams throughout the State of Maine.
Improve Recreational Trails throughout Maine Build Great Things with Great People
MCC Teams:
¨Have fun and make new friends.
¨Live in some of Maine’s most beautiful places. ¨Learn outdoor living skills.
¨Build experience in the field of Natural Resources.
¨Improve fitness through rugged and satisfying outdoor service.
¨Help maintain and restore Maine’s Parks and Public Lands.
Training topics include: First Aid and CPR certification ® Communication, Conflict Resolution and Diversity Training ® Introduction to Trail Tools ® Safety Practices and Personal Protective Equipment
Qualifications: High School diploma ® Must be at least 18 years old ® Must be a US Citizen ® Must pass criminal and sex offender background checks ® Have the ability to live and perform strenuous work under challenging conditions ® Have the desire to learn, serve others, and make a difference ® Ability to perform tasks as part of a cooperative team ® Follows directions®
Non-judgmental attitude and sensitivity to others ® Responsible and reliable ® Interest in personal growth and in participating in on-going training
Benefits:
$260 per week (less taxes)
Health Insurance
AmeriCorps Education Award of $1,415 or $2,675 (if eligible)
Child Care Reimbursement (if eligible)
Student Loan Forbearance (if eligible)
Application Deadline July 1, 2011
For information and application:
Brenda Webber
124 State House Station
Augusta ME 04333
207-624-6085 (In Maine 1-800-245-5627)
The Maine Department of Conservation provides equal opportunity in employment and programs. Auxiliary aids and services are available to individuals with disabilities upon request.
Women and Minorities are encouraged to ap
