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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.
- Support internal IT needs via 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 basic network problems.
- 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.
- Train end users on equipment and software usage.
- Support audiovisual meetings through technical troubleshooting.
- Participate in rotating after-hours support duties.
- Assist with assigned IT projects.
Requirements
- Five years of experience supporting end users.
- Extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
- Support experience with SharePoint, OneDrive, and Office 365 is strongly preferred.
- Knowledge and experience with laptop, desktop, and networking hardware.
- Experience supporting Apple products including iOS and OSX is preferred.
- Excellent verbal and written communication skills, with a demonstrated ability to work cooperatively with all levels of staff.
- Ability to troubleshoot issues within Microsoft 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.
- Ability to perform troubleshooting, installation, upgrades, and configurations of hardware and software on laptops, desktops, multifunction printers, and other devices.
- Ability to configure mobile devices, including iPhones and iPads.
- Ability to document incidents with detailed break-fix steps and resolutions within the ticket tracking system.
- Ability to communicate professionally and courteously with high-profile end users.
- Ability to perform audiovisual meeting support including technical troubleshooting as needed.
- Ability to support basic network issues and advanced Microsoft Office issues.
- Ability to enforce and implement IT policies, procedures, and security measures.
- Ability to maintain asset inventory, including mobile devices.
- Ability to work as part of a team to resolve issues efficiently.
- Ability to perform remote and on-site troubleshooting for hardware and software support.
- Ability to support mobile device configuration and troubleshooting.
- Ability to support ticket documentation and quality assurance checks on assigned tickets.
- Willingness to perform rotating after-hours support responsibilities.
- Motivated self-starter with an outstanding work ethic.
- Strong analytical abilities and high attention to detail.
- Ability to quickly change priorities several times during the day as needed.
- Bachelor’s degree in Computer Science or Information Systems is preferred.
- Minimal travel to Enviva’s production facilities, averaging approximately 15 days per year.
- This position is not eligible for visa support.
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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