Job Description
The Support Specialist III at Enviva provides technical support for end users, troubleshooting hardware and software issues, managing IT projects, and ensuring efficient operation of IT systems within a renewable energy company focused on sustainable wood bioenergy solutions.
Key Responsibilities
- Provide technical support for hardware and software issues, including troubleshooting Windows OS, Office 365, and network problems.
- Install, upgrade, and configure hardware and software for end users.
- Support mobile device configuration and troubleshooting, including iOS and OSX devices.
- Document incidents, troubleshoot server and network issues, and escalate complex problems to appropriate teams.
- Perform remote and on-site hardware and software support for laptops, desktops, printers, and other devices.
- Coordinate and execute IT projects, including implementing operational policies and procedures.
- Provide audiovisual meeting support and troubleshoot related technical issues.
- Train team members and end users on equipment and software usage.
- Manage rotating after-hours support responsibilities.
- Support and enforce IT security policies and procedures.
Requirements
- Minimum of 5 years of experience supporting end users with troubleshooting and resolving issues related to hardware and software.
- At least 2 years of management, supervisor, or team lead experience.
- Extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
- Support experience with Office 365, SharePoint, and OneDrive.
- Experience supporting Windows 10 and Windows 11 operating systems, including troubleshooting and resolving issues.
- Ability to troubleshoot Office 365 Exchange ActiveSync issues on mobile devices such as iPhones and iPads.
- Knowledge and experience with laptop, desktop, applications, and networking hardware.
- Ability to perform installations, upgrades, and configurations of hardware and software, including remote and on-site troubleshooting.
- Experience configuring mobile devices, including iPhones and iPads.
- Strong verbal and written communication skills, with the ability to communicate professionally and courteously with high-profile end users.
- Ability to document incidents with detailed break-fix steps and resolutions within a ticket tracking system.
- Experience troubleshooting server and network issues and providing detailed information to infrastructure teams.
- Ability to enforce and implement IT policies, procedures, and security measures.
- Experience supporting Apple products including iOS and OSX is preferred.
- Physical ability to frequently lift computers and monitors up to 50 lbs and get under desks as needed.
- Willingness to perform rotating after-hours support responsibilities.
- Ability to work in an in-person office environment 5 days a week.
- Working knowledge of information security frameworks and operational procedures.
- Demonstrated ability to work cooperatively with all levels of staff and to resolve issues expeditiously.
- High attention to detail and strong analytical abilities.
- Motivated self-starter with a strong work ethic.
- Ability to quickly change priorities several times during the day as needed.
- Travel requirement of approximately 50 days per year domestically and internationally.
Benefits & Perks
Salary range of $82,754 to $90,000 USD
Performance bonus
Equity
Relocation assistance
Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Education reimbursement
401(k) plan
HSA employer contributions
Paid time off
12 paid holidays
Parental leave
Ready to Apply?
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