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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 access and desk-side assistance, including hardware and software installations and upgrades.
- Troubleshoot and resolve issues related to Microsoft Office, Office 365, Exchange ActiveSync, and basic network problems.
- Configure and support mobile devices such as iPhones and iPads.
- Maintain and update asset inventory, including mobile devices.
- Document incidents, troubleshooting steps, and resolutions in ticket tracking system.
- Perform audiovisual meeting support and technical troubleshooting.
- Work collaboratively with team members to resolve issues efficiently.
- Train end users on equipment and software usage.
- Participate in rotating after-hours support duties.
- Support assigned projects related to IT operations.
Requirements
- Support Specialist II must have 5 years of experience supporting end users.
- Support Specialist II must have extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
- Support Specialist II must have support experience with SharePoint, OneDrive, and Office 365 (preferred).
- Support Specialist II must have knowledge and experience with laptop, desktop, and networking hardware.
- Support Specialist II must have a significant track record of expeditious issue resolution.
- Support Specialist II must have strong analytical abilities organized with high attention to detail.
- Support Specialist II must be able to quickly change priorities several times during the day as needed.
- Support Specialist II must have excellent verbal and written communication skills, with a demonstrated ability to work cooperatively with all levels of staff.
- Support Specialist II must have knowledge and experience with supporting Apple products including iOS and OSX (preferred).
- Support Specialist II must be able to perform troubleshooting and resolving issues primarily within Windows 10 and 11 on multiple vendors hardware.
- Support Specialist II must be capable of supporting internal customer IT needs via remote access and desk-side support, including installation of hardware and software and other IT-related issues.
- Support Specialist II must be responsible for troubleshooting Office 365 Exchange ActiveSync issues on mobile devices.
- Support Specialist II must be responsible for enforcing and implementing IT policies, procedures, and security measures.
- Support Specialist II must be responsible for maintaining asset inventory, including mobile devices.
- Support Specialist II must document incidents with detailed break-fix steps and resolution within the ticket tracking system.
- Support Specialist II must communicate with high-profile end users in a professional and courteous manner.
- Support Specialist II must perform installations, upgrades, and configurations of hardware and software.
- Support Specialist II must provide remote and on-site troubleshooting support for laptops, desktops, multifunction printers, and other devices as needed.
- Support Specialist II must configure mobile devices, including iPhones and iPads.
- Support Specialist II must work with team members to resolve issues efficiently.
- Support Specialist II must train end users on use of equipment and software via one-on-one sessions.
- Support Specialist II must provide audiovisual meeting support including technical troubleshooting as needed.
- Support Specialist II must be responsible for rotating after-hours support responsibilities.
- Support Specialist II must be willing to support assigned projects.
- Support Specialist II must have a bachelor’s degree in Computer Science or Information Systems (preferred).
- Support Specialist II must be able to travel minimally, averaging 15 days per year to Enviva’s production facilities.
- 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
Additional benefits include support for mobile device configuration, hardware and software installation, upgrades, and configurations, end-user training, project involvement, and minimal travel to production facilities (average 15 days per year)
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