IT Tech Support Specialist I

The Technology Support Specialist I is a member of Enviva’s IT Service Operations team.  This role is the first line of contact for customers experiencing issues or requests 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. 

Responsibilities

• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Primarily responsible for the imaging and distribution of computers
• Responsible for asset management of company devices
• Responsible for shipping, receiving and disposal of damaged or outdated assets
• Responsible for organizing and maintaining a clean space for all assets
• Provides first line investigation and diagnosis of incidents and requests
• Supports personal computer systems by installing, configuring, and maintaining hardware and software
• Troubleshoots basic to moderate level technical issues and requests 
• Resolves issues and requests in accordance with Service Level Agreements (SLAs); otherwise escalates to appropriate level II personnel and follows standard operating procedures as agreed upon regarding ticket ownership 
• Participates in efforts to continuously improve Service Operations performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
• Contributes to knowledgebase by documenting known errors, workarounds, procedures, and application specific information
• Contributes to Service Operations project requests as needed
• Ability to support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours for support, maintenance or project work

Qualifications 

• High School Diploma with 0-2 years of experience
• Must be detailed oriented
• Must possess strong customer service skills, both written and oral, and the ability to communicate to both technical and non-technical personnel
• Some working knowledge of the following:
  • Active Directory
  • Windows 10/11 Operating Systems
  • Office 365
  • Printer Support

Preferred Qualifications - What Will Set You Apart

• Associates Degree with 0-2 years of IT experience
• Experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)
• ITIL certification is preferred

Travel requirements

• 25% Travel required to various Enviva manufacturing locations (Mid-Atlantic and Southeast USA)

Working Conditions

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Our plants operate 24x7 on rotating shifts; must be willing and able to work twelve (12) hour shifts, to include nights, weekends, holidays and overtime

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.