Helpdesk Support Specialist 1

Job Summary:

Responds to and resolves issues reported by VEIC’s staff related to supported technology. Under the direction of the Manager, Service Desk, and in coordination with other Helpdesk staff, performs work according to established service level agreements and standard operating procedures. When directed, participates in the planning and implementation of Infrastructure projects. Performs essential functions while contributing to a mission-driven, creative, enjoyable, and stimulating work environment.

Location:

This is hybrid position, and the ideal candidate will be located in: Winooski, Vermont.

• Respond to and resolve staff technology problems and fulfill service requests.
• Create and Maintain documentation regarding standard processes.
• Responsible for following standard processes and procedures.
• Provide support for miscellaneous VEIC activities to accomplish organizational goals and objects (ex. Staff meetings, survey initiatives, etc.).
• Manages daily work with some input from the Service Desk manager or mentorship from senior techs.
• Participates in new technology rollouts.
• Other duties as assigned.
• Other duties as assigned

• Strong personal commitment to the mission, vision, goals, and values of VEIC.

• Entry-level, up to two years’ experience providing desktop support services in a professional environment, or a similar combination of education and experience from which comparable knowledge and skills were acquired.
• Excellent oral communication skills and a proven dedication to customer service. Must have a desire to continue to learn about computer and network support and repair.

• Moderate written communication skills
• Ability to work well in a collaborative team environment.
• Basic understanding of Microsoft’s Windows Operating Systems and Microsoft’s Office Application Suite.
• Basic knowledge of computer hardware setup and the ability to do basic hardware repair and upgrades.
• Basic knowledge of peripheral equipment setup and/or maintenance including printers, copier, IP phones, cell phones, audio and video equipment, and digital cameras.
• Moderate analytical and problem-solving skills.
• All positions at VEIC are subject to criminal background checks. This screening is conducted in compliance with applicable laws and is a standard part of our hiring process to ensure the safety and security of our employees, clients, and contractual obligations.

• This position primarily involves desk-based work with extensive collaboration and communication responsibilities. Physical requirements include:
• Ability to remain stationary at a workstation for extended periods (typically 6-8 hours per day with regular breaks)
• Regular use of computer, keyboard, mouse, and telephone/headset requiring fine motor skills and repetitive hand/wrist movements
• Visual acuity to view digital screens, documents, and presentations for prolonged periods
• Verbal communication abilities are sufficient for clear articulation during in-person and virtual meetings, presentations, and discussions
• Auditory capabilities to participate effectively in conversations, conference calls, and virtual collaboration sessions
• Cognitive focus for simultaneous management of multiple communication streams, projects, and stakeholder relationships
• Occasional movement between meeting spaces, collaboration areas, and individual workstations

• Minimal lifting requirements (typically under 15 pounds) for office supplies, equipment, or materials

• No Travel Required:
• This position does not require regular travel. Occasional in-person attendance at company events or meetings (typically 0–2 times per year) may be encouraged, but participation is often optional or available virtually. 

Culture Inclusive Workplace statement:

We are committed to building a work community that is inclusive and welcoming to all individuals. We value a culture that includes a variety of backgrounds, experiences, perspectives, and thoughts. Climate change impacts all of us; however, we are impacted differently based on our identities and experiences. We all deserve a place at the table to make decisions about our collective future – we hope you’ll consider joining us as we work towards our vision for a healthy planet, thriving people, and energy justice. Candidates across all markers of identity (age, race, gender, ability, veteran status, communication style, etc.) are highly encouraged to apply. Any emails from VEIC team members will originate from a @veic.org email address. If you encounter anything that raises suspicions during your interactions, we encourage you to exercise caution and suspend or discontinue communications.