IT Support Specialist II

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.

Required 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). 

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.

Salary : $59,900 - $75,900