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Tech Solutions Specialist

Posted 17 days ago

Title: Technical Solutions Specialist
Location: Bethesda, MD
Type: Contract-to-Hire - 6 months

Our client, the world's largest producer of wood pellets for energy consumption, is seeking a Technical Solutions Specialist.

Responsibilities: 

  • 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 TSC 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 TSC 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


Requirements: 

  • High School Diploma with 2-5 years of experience
  • Previous IT call center experience required
  • Experience with Incident Management Software (Track-IT, Microsoft Service Center, Remedy, etc.)
  • ITIL Service Management exposure required
  • 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
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Plants operate 24x7 on rotating shifts; must be willing and able to work twelve (12) hour shifts, to include nights, weekends, holidays and overtime
  • 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.
  • 10% Travel required to various Enviva manufacturing locations (Mid-Atlantic and Southeast USA)

Preferred Qualifications:
  • Associates Degree with 0-2 years of IT experience
  • ITIL certification is preferred