IT Support Specialist II

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 III, 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 III will report to the Senior Director, Service Operations and act as an escalation liaison between Service Operations and other IT teams. Project coordination and execution will be a major part of the role.

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.
• Serves as escalation for Tech I and Tech II personnel 
• Performs database administration/troubleshooting
• Able to troubleshoot server and network issues and resolve or provide detailed information to Infrastructure team
• 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 team members and end users on use of equipment and software
• Provide audiovisual meeting support including technical troubleshooting as needed. 
• Responsible for rotating after-hours support responsibilities. 
• Responsible for assigned projects · Development and implementation of all technology operational policies and procedures, including those for, standards, purchasing, and service provision;
• Other duties as assigned.

Required Qualifications

• 2+ years of management, supervisor or team lead experience
• 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
• 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, applications 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.
• Working knowledge of information security frameworks and best practice operational procedures is required
• Expert knowledge of current information technology tools and platforms, especially involving end user computing devices, mobility solutions and print management is require

Preferred Qualifications - What Will Set You Apart

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

Travel requirements

• A moderate amount of travel domestically and internationally will be expected (average 50% a year).

Working Conditions

• In-person office work 5 days a week.

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.