IT Support Specialist II

Job Purpose 

Enviva is actively seeking a proficient Regional Support Specialist II. This role is pivotal in providing comprehensive technical assistance across Enviva's plants, ports, and personnel. The responsibilities encompass, but are not limited to, diagnosing and rectifying issues within Windows 11 and Apple devices across a variety of hardware vendors. 

The specialist will cater to the IT requirements of our internal customers through remote access and desk-side support. This includes the installation of hardware and software, along with addressing other IT-related concerns. The role also involves meticulous ticket documentation and conducting quality assurance checks on assigned tickets. 

Additional duties include the maintenance of scale and kiosk systems, among other related tasks. The incumbent will collaborate as part of a team to ensure that tickets are resolved within our established Service Level Agreement (SLA) guidelines, while working independently to support the scale and kiosks systems. The Regional Support Specialist II will operate under the Director of IT Service Operations' supervision. 

Responsibilities 

• Apply the best ITIL methodologies to offer application assistance to our users. This includes troubleshooting problems within Microsoft Windows, Microsoft cloud admin systems, basic network & security issues, along with other operating systems and applications. 

• Evaluator of potential systems application, hardware, and software integrations. 

• Tasked with the technical responsibility of diagnosing and resolving issues related to Office 365 / Exchange ActiveSync on mobile platforms. 

• Accountable for the technical enforcement and execution of IT policies, procedures and security protocols. 

• Serves as escalation for Tech I and Tech II personnel 

• Responsible for the upkeep and management of scale and kiosk systems. This includes both the hardware and software components, specifically tailored for use in our plants and ports. 

• Accountable for the technical documentation of major plants and ports incidents, including detailed troubleshooting procedures and their subsequent resolutions, within our incident management platform. 

• Responsible for the technical execution of hardware and software installations, upgrades and Configurations at plants and ports. 

• Tasked with the technical delivery of both remote and on-site troubleshooting services to rectify hardware and software issues across a range of devices including laptops, desktops, multifunction printers and other pertinent devices, as necessary. 

• Provide technical solutions and forecast of preventive measures to address various IT challenges. 

• Setup and configuration of various mobile devices, including iPhones and iPads. 

• Function as a technical escalation point of contact, collaborating with team members to expedite the resolution of issues. 

• Assist with training end users and technicians on use of software, application, and cloud services. 

• Provide comprehensive audio/visual meeting support, including on-demand technical troubleshooting as required. 

• Establish communication with executive-level end users and deliver premium, high-quality service. 

• Responsible for rotating after-hours support responsibilities. 

• Accountable for the technical execution and management of assigned projects.  

• Other duties as assigned. 

Required Qualifications 

• 5+ years of experience supporting end users. 

• Must have extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook. 

• SharePoint, OneDrive, and Office 365 admin support experience strongly preferred. 

• Must have excellent verbal and written communication skills, with a demonstrated ability to work cooperatively with all levels of staff. 

• Knowledge and experience with laptops, desktops, and networking hardware. 

• Significant record of accomplishment of expeditious issue resolution. 

• Strong analytical abilities, organized with high attention to detail. 

• Able to quickly change priorities several times during the day, as needed. 

• Motivated self-starter and outstanding work ethic. 

• Experience supporting Apple products including iOS and OSX preferred. 

Preferred Qualifications - What Will Set Them Apart 

• IT-related certifications · Experience with manufacturing scale and kiosk systems 

Working Conditions 

• Must be able to work in outdoor environments and occasionally in temperatures above 100 degrees and below 32 degrees 

• Willing and able to work in a hot, humid, cold, and noisy industrial environment 

• Willing and able to maintain strict adherence to safety rules and regulations, including wearing safety equipment. 

Physical Requirements 

• While performing duties of this job, the employee is functioning remotely or onsite. 

• Position requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other equipment. 

• Requires normal range of hearing and eyesight to record, prepare, and communicate technical issues /resolutions.  

• Must be able to get under desks frequently and lift computers and monitors (up to 50 lbs) frequently. 

• Must be willing and able to perform tasks such as lifting, walking, climbing, stooping, standing, pushing and/or pulling. 

• Must be willing and able to work around moving equipment and machinery 

• Must be willing and able to pull and lift, up to 50 lbs. 

Travel Requirements 

• A minimal amount of travel to Enviva's production facilities will be expected (up to 75% a year). 

• Reasons for travel will consist of, but not limited to, routine maintenance, break/fix and project based for all plants and ports.