IT Support Technician, Level 1

Vermont Electric Power Company
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Location: Rutland County,
About the Job

Why you should join the team

At VELCO, the Information Technology team values providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a skilled and motivated IT Support Technician to assist our customers with questions and problems concerning computer systems, hardware, and software.  In this role, you will be responsible for providing exceptional technical support and ensuring the smooth operation of our organization’s IT infrastructure. The technician will work with customers, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills. This position will report to our IT Infrastructure Manager.

How you will make an impact

  • 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.
  • Learning Management System (LMS): Troubleshoot and support the organization’s LMS, creating courses and uploading content as needed.
  • Perform other duties as assigned.

Who you are

  • 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.


  • Proven experience in an IT support or service desk 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

Important Considerations 

Prolonged periods of sitting at a desk and working on a computer.  Must be able to maintain fast pace while completing complex, analytical work, within tight timelines. Rotating, on-call coverage is required. Must be able to work additional hours when necessary. Periodic travel and overnight stays will be required when attending industry workshops, trainings, etc.

• VELCO is an Equal Employment Opportunity & Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.

• Eligible applicants must be authorized to work in the United States.

VELCO is handling all aspects of talent acquisition internally and will not engage the services of third-party staffing agencies, recruiters, or headhunters. We kindly request that these entities refrain from contacting us.

• Any offer of employment will be contingent upon successful reference check, background check, physical examination, drug screening, and documentation of Covid-19 vaccination unless candidate qualifies for a vaccine exemption.

• VELCO’s headquarters are located in Rutland, Vermont. This is a hybrid position and the expectation is that the incumbent will spend at least two days per week onsite and more as needed.

• If you need an accommodation as part of the application or interview process please reach out.

Employer's Approach to Diversity, Equity, & Belonging

At VELCO, we believe diversity, equity, and inclusion deepen expertise, perspective, and innovation. All insights, experiences, and backgrounds are needed for a brighter energy future and to create a sustainable Vermont. We welcome all to come learn, work, and grow with us.

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