IT Tech Support Specialist II

Job Description

The Enviva team is driven by our shared vision for a renewable energy future. We are a fast-growing, purpose-driven, global energy company specializing in delivering sustainable wood bioenergy solutions. We are the world’s largest producer of sustainable wood pellets, which provide a low-carbon alternative to fossil fuels.

Enviva is seeking a Support Specialist II, who will provide technical support for Enviva’s staff. These duties include, but are not limited to, troubleshooting and resolving issues primarily within Windows 10 & 11 on multiple vendors’ hardware. Duties include supporting internal customer IT needs via remote access and/or desk-side support, which includes installation of hardware and software and other IT-related issues. Duties include performing ticket documentation and quality assurance checks on assigned tickets. Works as part of a team to ensure that tickets are closed within our established SLA guidelines. The Support Specialist II will report to the Manager, Service Operations.

Responsibilities

• Utilize best practices in providing application support to our users, including resolving issues within Microsoft Windows, advanced Microsoft Office issues, basic network issues, and other operating systems and applications.
• Responsible for troubleshooting Office 365 / Exchange ActiveSync issues on mobile devices.
• Responsible for enforcing and implementing IT policies, procedures, and security measures.
• Responsible for maintaining our asset inventory, including mobile devices.
• Document incidents with detailed break-fix steps, and resolution, within our ticket tracking system.
• Communicate with high profile end users in a professional and courteous manner.
• Perform installations, upgrades, and configurations of hardware and software.
• Provide remote, and on-site, troubleshooting for hardware and software support on laptops, desktops, multifunction printers, and other devices as needed.
• Configure mobile devices, including, but not limited to, iPhones and iPads.
• Work with team members to resolve issues efficiently.
• Train end users on use of equipment and software via one-on-one sessions
• Provide audiovisual meeting support including technical troubleshooting as needed.
• Responsible for rotating after-hours support responsibilities.
• Responsible for assigned projects
• Other duties as assigned

Qualifications

• 5+ years of experience supporting end users.
• Must have extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
• SharePoint, OneDrive, and Office 365 support experience strongly preferred.
• Must have excellent verbal and written communication skills, with a demonstrated ability to work cooperatively with all levels of staff.
• Knowledge and experience with laptop, desktop, and networking hardware.
• Significant track record of expeditious issue resolution.
• Strong analytical abilities organized with high attention to detail.
• Able to quickly change priorities several times during the day as needed.
• Motivated self-starter and outstanding work ethic.
• Experience supporting Apple products including iOS and OSX preferred

Preferred Qualifications - What Will Set You Apart

• Bachelor's degree in Computer Science/Information Systems preferred.

Travel requirements

• A minimal amount of travel to Enviva’s production facilities will be expected (average 15% a year).

Physical Requirements

• While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer. Position requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate technical issues / resolution. Must be able to get under desks frequently and lift computers and monitors (up to 50 lbs) frequently

EEO Statement

Enviva is dedicated to the principles of equal employment opportunity (EEO) in any term, condition or privilege of employment. Enviva does not discriminate against applicants or employees on the basis of race, color, creed, religion, sex, national origin, age, physical or mental disability, ancestry, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member, genetic information or any other status protected by law. Enviva complies with applicable state and local laws governing nondiscrimination in employment in every location in which we operate.