IT Tech Support I

Enviva • Bethesda, MD

3h

About The Position

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.
​​​​The Technology Support Specialist I is a member of Enviva’s Technology Solution Center (TSC). This role is the first line of contact for customers experiencing issues or request related to installation, configuration, operation and management of Enviva’s technology estate. This role is the “face of technology” and must be passionate about providing technology solutions for our customers.

Requirements

• Bachelor’s Degree in Computer Science or related field, or equivalent experience, required
• 1-3 years of IT call center experience required
• 1-3 years of experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)
• ITIL Service Management exposure required
• Strong analytical and problem-solving skills
• Proficient with or the ability to quickly learn an array of computer hardware, software and enterprise applications
• Must possess strong customer service skills, both written and oral, and the ability to communicate to both technical and non-technical personnel
• Solid working knowledge of the following:
• Active Directory
• Windows 7 and 10 Operating Systems
• Office 365
• Printer Support
• Infrastructure Related Systems
• Enterprise Applications

Nice To Haves

• ITIL certification is preferred

Responsibilities

• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns in accordance with Service Level Agreements (SLAs)
• Use discretion and independent judgement as it relates to confidential, and security inquires
• Consults with users to determine hardware, software, and system functional specification to identify and resolve problems
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Collaborates with Level II and III technicians to explain errors and/or recommend modifications to resolve problems
• Arranges service by software or hardware vendors to repair or replace defective products
• Participates in efforts to continuously improve TSC performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
• Design, develop, analyze, test and maintain knowledgebase of known errors, workarounds, procedures, and application specific information
• Performs other TSC related duties as assigned
• Ability to support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours for support, maintenance or project work

Benefits

• Medical, dental, vision, life, and disability insurance
• Education reimbursement
• 401(k)
• HSA employer contributions
• Paid time off.
• 12 Paid holidays.
• Parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees