IT Support Specialist II

About Veolia North America

A subsidiary of Veolia Group, Veolia North America (VNA) offers a full spectrum of water, waste and energy management services, including water, and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. VNA helps commercial, industrial, healthcare, higher education, and municipality customers throughout North America. Headquartered in Boston, Mass., Veolia North America has approximately 10,000 employees working at more than 350 locations across the continent. Please visit our website www.veolianorthamerica.com.

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.  Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement. 

Position Purpose: 

The IT Support Specialist II plays a key role in providing technical support to the Veolia business units. This position acts as a single point of contact for resolution of technical support issues and requests that come in via telephone or email. The IT Support Specialist II will interface with all aspects of each business unit at all levels within the organization.

Primary Duties/Responsibilities:

• Responsible for answering incoming Support Center inquiries via telephone & e-mail with a goal of 90% first contact resolution.
• Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications.
• Implementing software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines.
• Network Monitoring – following up on any incidents and involving other resources as appropriate.
• Organize and prioritize a regularly changing workload with minimal supervision.
• Assist in the development and maintenance of Support Center documentation as needed.
• Report any support trends to the IT Service Manager.
• Technical intermediary between Veolia employees and Network Operations Center staff.
• Serve as a backup for the Equipment Setup team, doing PC setups, software installs & printer setups as needed.
• Research and testing of new technology.
• Occasional travel to offsite locations.

Education/Experience/Background:

• Associates’ Degree and one to two years related experience and/or training; or equivalent combination of education and experience.
• Working knowledge of Windows XP, Windows 7 & Mac OS 10.X.
• Working knowledge of Microsoft products including Office, Visio, etc.
• Working knowledge of Google applications including GMAIL, Drive, Sheets, etc.
• Experience creating objects in an Active Directory environment.
• Working knowledge of iPhone/iPad & Android devices, including email configuration Basic understanding of LAN/WAN network topology.

Knowledge/Skills/Abilities:

• Excellent written and oral communication skills, including strong telephone skills.
• Build and maintain positive relationships with internal and external customers.
• Eager and willing to drive change in order to improve customer satisfaction.
• Project a positive attitude and be a team player.
• Good initiative and assertiveness - a passion for excellence and customer service.
• Proven good attendance record.
• Ability to effectively prioritize and execute tasks in a results driven environment.
• Ability to accurately document detailed events in chronological order.
• Bi-lingual Candidate (French/English or Spanish/English) preferred.

Required Certification/Licenses/Training:

• HDI Support Center Analyst Certification (to be obtained within one year of employment).
• ITIL V3 Foundations Certification preferred.

Physical Requirements:

• Ability to lift 80 lbs. (assisted) or 40 lbs. (unassisted).
• Sitting at a desk and using a computer/keyboard/mouse for extended periods of time along with answering telephones.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.