IT Tech Support Specialist I - Enviva
Bethesda, MD
About the Job
The Enviva team is driven by our shared vision for a renewable energy future. We are a fast-growing, purpose-driven, global energy company specializing in delivering sustainable wood bioenergy solutions. We are the world's largest producer of sustainable wood pellets, which provide a low-carbon alternative to fossil fuels.
The Technology Support Specialist I is a member of Enviva's IT Service Operations team. This role is the first line of contact for customers experiencing issues or requests related to installation, configuration, operation and management of Enviva's technology estate. This role is the "face of technology" and must be passionate about providing technology solutions for our customers.
Responsibilities
- Identifies, investigates, and resolves users' problems with computer software and hardware
- Primarily responsible for the imaging and distribution of computers
- Responsible for asset management of company devices
- Responsible for shipping, receiving and disposal of damaged or outdated assets
- Responsible for organizing and maintaining a clean space for all assets
- Provides first line investigation and diagnosis of incidents and requests
- Supports personal computer systems by installing, configuring, and maintaining hardware and software
- Troubleshoots basic to moderate level technical issues and requests
- Resolves issues and requests in accordance with Service Level Agreements (SLAs); otherwise escalates to appropriate level II personnel and follows standard operating procedures as agreed upon regarding ticket ownership
- Participates in efforts to continuously improve Service Operations performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
- Contributes to knowledgebase by documenting known errors, workarounds, procedures, and application specific information
- Contributes to Service Operations project requests as needed
- Ability to support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours for support, maintenance or project work
Qualifications
- High School Diploma with 0-2 years of experience
- Must be detailed oriented
- Must possess strong customer service skills, both written and oral, and the ability to communicate to both technical and non-technical personnel
- Some working knowledge of the following:
- Active Directory
- Windows 10/11 Operating Systems
- Office 365
- Printer Support
Preferred Qualifications - What Will Set You Apart
- Associates Degree with 0-2 years of IT experience
- Experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)
- ITIL certification is preferred
Travel requirements
25% Travel required to various Enviva manufacturing locations (Mid-Atlantic and Southeast USA)
Working Conditions
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Our plants operate 24x7 on rotating shifts; must be willing and able to work twelve (12) hour shifts, to include nights, weekends, holidays and overtime
Physical Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Other compensation: performance bonus, equity, and relocation assistance for eligible candidates.
Benefits:
- Medical, dental, vision, life, and disability insurance
- Education reimbursement
- 401(k)
- HSA employer contributions
- Paid time off.
- 12 Paid holidays.
- Parental leave
The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, training, etc.
EEO Statement
Enviva is dedicated to the principles of equal employment opportunity (EEO) in any term, condition or privilege of employment. Enviva does not discriminate against applicants or employees on the basis of race, color, creed, religion, sex, national origin, age, physical or mental disability, ancestry, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member, genetic information or any other status protected by law. Enviva complies with applicable state and local laws governing nondiscrimination in employment in every location in which we operate.
