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Job Description
The Support Specialist II provides technical support to Enviva staff by troubleshooting hardware and software issues, supporting Microsoft Office and Office 365 applications, managing IT assets, and assisting with hardware and mobile device configurations to ensure smooth IT operations.
Key Responsibilities
- Provide technical support for Windows 10/11, hardware, and software issues to staff.
- Support internal IT needs through remote and desk-side assistance, including hardware/software installation and troubleshooting.
- Document incidents, resolution steps, and perform quality assurance on support tickets.
- Resolve application issues within Microsoft Windows, Office 365, and other operating systems and applications.
- Troubleshoot Office 365 Exchange ActiveSync issues on mobile devices.
- Enforce IT policies, procedures, and security measures.
- Maintain asset inventory, including mobile devices.
- Configure and support mobile devices such as iPhones and iPads.
- Perform hardware and software installations, upgrades, and configurations.
- Provide remote and on-site troubleshooting for laptops, desktops, printers, and other devices.
- Assist with audiovisual meeting support and technical troubleshooting.
- Train end users on equipment and software usage.
- Participate in rotating after-hours support duties.
Requirements
- Five years of experience supporting end users.
- Extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
- Support experience with Office 365, including SharePoint, OneDrive, and Exchange ActiveSync issues on mobile devices, is strongly preferred.
- Knowledge and experience with laptop, desktop, and networking hardware.
- Experience supporting Apple products including iOS and OSX is preferred.
- Ability to troubleshoot issues within Windows 10 and 11 on multiple vendors hardware.
- Ability to support internal customer IT needs via remote access and desk-side support, including installation of hardware and software.
- Experience performing ticket documentation and quality assurance checks on assigned tickets.
- Ability to work as part of a team to ensure tickets are closed within established SLA guidelines.
- Ability to communicate with high profile end users in a professional and courteous manner.
- Experience performing installations, upgrades, and configurations of hardware and software.
- Ability to provide remote and on-site troubleshooting for hardware and software support on laptops, desktops, multifunction printers, and other devices as needed.
- Experience configuring mobile devices, including iPhones and iPads.
- Ability to train end users on use of equipment and software via one-on-one sessions.
- Experience providing audiovisual meeting support including technical troubleshooting as needed.
- Willingness to perform rotating after-hours support responsibilities.
- Strong analytical abilities organized with high attention to detail.
- Motivated self-starter with an outstanding work ethic.
- Ability to quickly change priorities several times during the day as needed.
- Knowledge and experience in enforcing and implementing IT policies, procedures, and security measures.
- Ability to maintain asset inventory, including mobile devices.
- Ability to document incidents with detailed break-fix steps and resolution within ticket tracking systems.
Benefits & Perks
Compensation/salary range not specified
Work schedule includes rotating after-hours support responsibilities
Work environment perks include support for remote and on-site troubleshooting, audiovisual meeting support, and training end users
Additional benefits include minimal travel to production facilities (average 15 days per year), support for supporting Apple products including iOS and OSX, and opportunities for professional development through project work and training
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