IT Support Specialist II

NextGenEnergyJobs; Raleigh, Northern (NC, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Enviva is seeking a proficient Regional Support Specialist II to deliver expert IT support across plants and ports in our region. You’ll troubleshoot Windows, Office 365, and cloud services, and coordinate with Tech I/II staff while enforcing IT security policies.

The role involves hardware/software installations, remote and on-site troubleshooting, and user training. Expect travel up to 75% to Enviva production facilities, with lifting tasks and on-call rotation as needed.

Qualifications

• 5+ years of experience supporting end users.
• Extensive Microsoft Office troubleshooting experience (Excel, Outlook).
• SharePoint/OneDrive and Office 365 admin support preferred.
• Excellent verbal and written communication across staff levels.
• Experience with laptops, desktops and networking hardware.
• Proven record of expeditious issue resolution.
• Strong analytical, detail-oriented, able to shift priorities.
• Experience with Apple iOS and macOS helpful.
• IT certifications; experience with manufacturing scale and kiosks.
• Position may be remote or onsite; ability to lift up to 50 lbs.

Responsibilities

• Apply ITIL methods to provide application assistance and troubleshooting.
• Evaluate potential system integrations (software/hardware).
• Diagnose and resolve Office 365 / Exchange ActiveSync issues on mobile devices.
• Enforce IT policies, procedures and security protocols.
• Escalate issues to Tech I/II as needed.
• Maintain scale and kiosk systems hardware/software for plants/ports.
• Document major incidents and resolutions in the incident system.
• Install, upgrade and configure hardware/software at plants/ports.
• Deliver remote and on-site troubleshooting for devices (laptops, printers).
• Provide preventive IT solutions and forecasts for IT challenges.
• Set up mobile devices (iPhone, iPad) configuration.
• Act as escalation point and mentor end users/technicians.
• Provide AV meeting support and on-demand troubleshooting.
• Communicate with executive end users delivering premium service.
• Rotate after-hours support and manage assigned projects.
• Perform other duties as assigned.

Skills

Microsoft Office troubleshooting

SharePoint

OneDrive

Office 365 admin

Troubleshooting

Remote support

Laptops and desktops

Networking hardware

Apple iOS/macOS

ITIL methodologies

Technical documentation

Communication skills

Training end users

Education

Bachelor degree or equivalent

Tools

SharePoint

Office 365 admin

Job description

Enviva is actively seeking a proficient Regional Support Specialist II.

Key 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.

Requirements

• 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.
• IT-related certifications · Experience with manufacturing scale and kiosk systems
• 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.
• 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.
• This position is not eligible for visa support.