IT Tech Support I

​​​​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. 

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  

Qualifications 

• 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 

Preferred Qualifications - What Will Set You Apart

• ITIL certification is preferred 

Travel requirements

• A minimal amount of travel to Enviva’s production facilities will be expected (average 10% a year).  

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

• Willing and able to perform tasks such as lifting, walking, climbing, stooping, standing, pushing and/or pulling for up to twelve (12) hours a day
• Willing and able to pull and lift, up to 50 lbs.
• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.