VEIC is seeking a creative, engaged and experienced IT Professional to drive efficiency and collaboration within the Helpdesk team, supporting the entire national organization. 

The Helpdesk team responds to and resolves issues reported by VEIC’s staff related to supported technology. The team performs work according to established service level agreements and standard operating procedures. This role identifies opportunities to better support staff’s changing technology needs and improve existing processes. 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.

This is a hybrid position that provides partial remote work and from VEIC's office in Winooski, Vermont. Candidates across all markers of identity (age, race, gender, ability, veteran status, communication style, etc.) are highly encouraged to apply.

• 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 independently and project work with input from Manager, Information Technology.
• Supervise subcontractors working on infrastructure efforts.
• Actively provides support to fellow IT Support members regarding following process and procedures. 

• Train/mentor junior staff members on technical requirements.
• Provide staff wide training, and invidual new employee orientation. 
• Identify widespread problems, and potential trends in tickets. 
• Participates in in new technology rollouts.
• Communicate minor outages (printers etc) using standard language/templates.

• May provide specialized administrative support of VEIC IT technologies or processes.
• May be responsible for supporting a remote office location.
• Supports the coordination of activities with other staff, groups and divisions within VEIC as is necessary to accomplish organizational Provides support to the activities of VEIC as necessary to accomplish organizational goals and objectives.

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

• Two years’ experience in 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.  
• Ability to communicate in a professional manner.
• Ability to work well in a collaborative team environment. 
• Working understanding of Microsoft’s Windows Operating Systems and Microsoft’s Office Application Suite, and Cloud Technologies.

• A working knowledge of computer hardware setup and the ability to do basic hardware repair and upgrades. 
• Working understanding of operating system deployment, document management, and incident management technologies 
• A working knowledge of peripheral equipment setup and/or maintenance including printers, copier, IP phones, cell phones, audio and video equipment, and digital cameras. 
• Strong analytical and problem-solving skills. 
• Comfortable with training and education of internal colleagues.