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Enviva · 11 hours ago

IT Tech Support I

Bethesda, MD

Full-time

Onsite

Entry Level

$76K/yr - $89K/yr

1+ years exp

Enviva is a fast-growing, purpose-driven, global energy company specializing in delivering sustainable wood bioenergy solutions. The Technology Support Specialist I serves as the first line of contact for customers experiencing issues or requests related to the installation, configuration, operation, and management of Enviva’s technology estate.

Biomass EnergyRenewable EnergySustainabilityWood Processing

No H1B

Responsibilities

Identifies, investigates, and resolves users’ problems with computer software and hardware

Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns in accordance with Service Level Agreements (SLAs)

Use discretion and independent judgement as it relates to confidential, and security inquires

Consults with users to determine hardware, software, and system functional specification to identify and resolve problems

Applies knowledge of computer software, hardware, and procedures to solve problems

Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions

Collaborates with Level II and III technicians to explain errors and/or recommend modifications to resolve problems

Arranges service by software or hardware vendors to repair or replace defective products

Participates in efforts to continuously improve TSC performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction

Design, develop, analyze, test and maintain knowledgebase of known errors, workarounds, procedures, and application specific information

Performs other TSC related duties as assigned

Ability to support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours for support, maintenance or project work

Qualification

Incident Management SoftwareITIL Service ManagementActive DirectoryWindows 7Office 365Printer SupportInfrastructure Related SystemsEnterprise ApplicationsCustomer Service SkillsAnalytical SkillsProblem-Solving SkillsCommunication Skills

Required

Bachelor's Degree in Computer Science or related field, or equivalent experience, required

1-3 years of IT call center experience required

1-3 years of experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)

ITIL Service Management exposure required

Strong analytical and problem-solving skills

Proficient with or the ability to quickly learn an array of computer hardware, software and enterprise applications

Must possess strong customer service skills, both written and oral, and the ability to communicate to both technical and non-technical personnel

Solid working knowledge of the following: Active Directory, Windows 7 and 10 Operating Systems, Office 365, Printer Support, Infrastructure Related Systems, Enterprise Applications

Ability to support 24 x 7 x 365 on-call rotation, with some evenings, weekends, and holiday hours for support, maintenance or project work