Job Description
The Technology Support Specialist I provides first-line technical support to customers, troubleshooting hardware and software issues related to Enviva's technology systems, and collaborates with higher-level technicians to resolve complex problems, ensuring efficient operation and customer satisfaction.
Key Responsibilities
- Identify, investigate, and resolve users' hardware and software issues
- Support users via calls, chat, email, and other communication channels
- Consult with users to determine system requirements and troubleshoot problems
- Collaborate with Level II and III technicians to resolve errors and recommend solutions
- Arrange for hardware or software repairs or replacements with vendors
- Participate in continuous improvement efforts for issue resolution and customer satisfaction
- Maintain and update knowledgebase of known errors, workarounds, and procedures
- Support 24/7 on-call rotation, including evenings, weekends, and holidays
Requirements
- 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. required
- ITIL Service Management exposure required
- Strong analytical and problem-solving skills required
- Proficient with or the ability to quickly learn an array of computer hardware, software, and enterprise applications required
- Must possess strong customer service skills, both written and oral, and the ability to communicate to both technical and non-technical personnel required
- Solid working knowledge of Active Directory, Windows 7 and 10 Operating Systems, Office 365, Printer Support, Infrastructure Related Systems, and Enterprise Applications required
- Support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours required
- Willing and able to perform tasks such as lifting, walking, climbing, stooping, standing, pushing, and pulling for up to twelve (12) hours a day required
- Willing and able to pull and lift up to 50 lbs required
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards required
Benefits & Perks
Salary range: 75,960 - 88,620 USD
Work schedule includes evenings, weekends, holidays, and overtime with 12-hour shifts
Work environment perks include medical, dental, vision, life, and disability insurance
Education reimbursement
401(k) plan with employer contributions
HSA employer contributions
Paid time off
12 paid holidays
Parental leave
Performance bonus, equity, and relocation assistance for eligible candidates
Ready to Apply?
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