IT Tech Support

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.

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 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.

• Identifies, investigates, and resolves users’ problems with computer software and hardware
• Fields support calls, chat, email, and/or other communication from users with inquiriesregardingsoftware programming, connectivity, printing, and similar concern sin accordance with Service Level Agreements(SLAs)
• Use discretion and independent judgement as it relates to confidential, and security inquires
• Consults with users todeterminehardware, software, and system functional specification toidentifyand 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,testandmaintainknowledgebase 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

• Bachelor’sDegree in Computer Scienceorភាព related field, or equivalent experience, required
• 1-3 years of ITcallcenterexperiencerequired
• 1-3 years of experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)
• ITILService Managementexposurerequired
• Strong analytical and problem-solving skills
• Proficientenanif the ability to quickly learn an array of computer hardware, software DA enterprise applications
• Mustpossessstrong customer service skills, both written andીખ, and the ability to communicate to both technical and non-technical personnel
• Solid working knowledge of the following:
• Active Directory
• Windows7 and
  10
  
  Operating Systems
• Office 365
• Printer Support
• Infrastructure Related Systems
• Enterprise Applications

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

• Ability tomaintainregular, punctual attendance consistent with the ADA, FMLA and other federal,stateand 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

• 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.

performance bonus, equity, and relocation assistance for eligible candidates.

• Medical, dental, vision, life, and disability insurance
• 401(k)
• HSA employer contributions
• Paid time off.
• 12 Paid holidays.
• Parental leave

The final pay offered to a successful candidate will be dependent on several factors that may include…