IT Tech Support I

Description

• Identify, investigate, and resolve user problems with software and hardware.
• Field support calls, chats, emails, and other communications per SLA.
• Use discretion for confidential and security inquiries.
• Consult users to determine hardware, software, and system specifications.
• Apply knowledge of software, hardware, and procedures to solve issues.
• Guide users through diagnostics and troubleshooting, using tools or verbal instructions.
• Collaborate with Level II and III technicians to explain errors and suggest modifications.
• Arrange vendor service for repair or replacement of defective products.
• Participate in continuous improvement of TSC performance (resolution efficiency, data accuracy, escalation accuracy, response times, customer satisfaction).
• Design, develop, analyze, test, and maintain a knowledge base of known errors, workarounds, procedures, and application information.
• Support 24x7x365 on‑call rotation, including evenings, weekends, and holidays.
• Maintain regular, punctual attendance per ADA, FMLA, and applicable laws.
• Work 12‑hour rotating shifts, including nights, weekends, holidays, and overtime.
• Perform tasks such as lifting, walking, climbing, stooping, standing, pushing, or pulling for up to 12 hours per day.

Requirements

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• 1‑3 years IT call‑center experience.
• 1‑3 years experience with incident‑management software (e.g., Track‑IT, Microsoft Service Center, Remedy).
• Exposure to ITIL Service Management.
• Strong analytical and problem‑solving skills.
• Ability to quickly learn diverse hardware, software, and enterprise applications.
• Excellent written and oral customer service skills; able to communicate with technical and non‑technical audiences.
• Working knowledge of Active Directory, Windows 7/10, Office 365, printer support, infrastructure systems, and enterprise applications.
• ITIL certification (preferred).
• Minimal travel (~10 % annually) to Enviva production facilities.
• Lift and pull up to 50 lb.
• Position not eligible for visa sponsorship.

Benefits

Compensation includes a performance bonus, equity, and relocation assistance for eligible candidates, along with a comprehensive benefits package that covers medical, dental, vision, life, and disability insurance, education reimbursement, 401(k) with employer contributions, HSA contributions, paid time off, twelve paid holidays, and parental leave.

The salary range for this position is $75,960 — $88,620 USD, and the role is not eligible for visa sponsorship.

• Performance bonus, equity, and relocation assistance for eligible candidates.
• Medical, dental, vision, life, and disability insurance.
• Education reimbursement.
• 401(k) with employer contributions.
• Paid time off, 12 paid holidays, and parental leave.
• Salary range: $75,960 — $88,620 USD.

Training + Development

Interview process

Visa Sponsorship

Security clearance