Senior IT Support & Incident Lead

NFI Industries; Irving (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

NFI Industries, based in Irving, TX, seeks a Senior 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, route tickets, and update status in the support portal to keep staff productive.

You will troubleshoot issues across enterprise software, networks, computers, printers, and hardware, follow processes for account and access requests, contribute to knowledge base

Qualifications

• BA/BS degree strongly preferred; comparable work experience considered.
• 2-4 years of relevant experience in IT support or help desk.
• Broad, generalist knowledge of core IT concepts relevant to the role.
• Focuses on learning existing tools, resources, and processes at NFI.

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, resolving them whenever possible and escalating them to the correct IT team whenever necessary.
• 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 and procedures to review, validate, and complete incoming account and access requests.
• Creates new and modifies existing Knowledge Base entries as appropriate.
• Participates in the on‑call rotation, providing off‑hours support as required to ensure service delivery.
• Participates in project‑based work as required.
• Learn new systems, processes, and tools quickly and thoroughly.
• Performs other duties and responsibilities as required by the role and determined by management.

Skills

2-4 years experience

Broad generalist knowledge

Learning tools and processes

Education

BA/BS degree or comparable experience

Job description

NFI Industries, based in Irving, TX, seeks a Senior 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, route tickets, and update status in the support portal to keep staff productive.

You will troubleshoot issues across enterprise software, networks, computers, printers, and hardware, follow processes for account and access requests, contribute to knowledge base