IT Tech Support II

Enviva LP • Raleigh, NC

73d

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. 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.

Requirements

• 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.

Nice To Haves

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

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.

What This Job Offers

• Job Type: Full-time
• Industry: Waste Management and Remediation Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees