IT Helpdesk Specialist – End-User Tech Support

NFI; Camden (NJ); On-site; USD 42,000 - 52,000; Full time

Job summary

NFI in Camden, NJ seeks a Support Specialist to be the primary contact for end-users seeking technical help. You will log incident and service tickets, gather information, perform first level remediation, and route tickets to the appropriate IT teams.

This entry-level role focuses on building professional skills through on-the-job training, supporting enterprise software, networks, computers, printers, and other hardware, and updating ticket status to keep users productive.

Qualifications

• BA/BS degree strongly preferred, will consider comparable work experience.
• 0-2 years of relevant experience is preferred.
• Entry level professional with limited or no prior experience.
• Focuses on learning professional skills and role-specific knowledge through on-the-job training and experiences.

Responsibilities

• Receives incoming requests for support via phone, in person, or through our support portal, creating a ticket on behalf of the end-user.
• Asks probing questions and documents all relevant information in the ticket.
• Assesses and prioritizes incoming requests quickly and efficiently.
• Serves as the single point-of-contact for the end-user, effectively troubleshooting incidents and escalating them as needed.
• Provides general technical support for enterprise software, networks, computers, printers, and other hardware.
• Follows up with end-users to confirm satisfactory ticket resolution.
• Follows established processes to review and complete incoming account and access requests.
• Creates new and modifies existing Knowledge Base entries.

Skills

Customer service

Technical support

Education

BA/BS degree

Job description

NFI in Camden, NJ seeks a Support Specialist to be the primary contact for end-users seeking technical help. You will log incident and service tickets, gather information, perform first level remediation, and route tickets to the appropriate IT teams.

This entry-level role focuses on building professional skills through on-the-job training, supporting enterprise software, networks, computers, printers, and other hardware, and updating ticket status to keep users productive.