Senior IT Support Specialist - Incident & Helpdesk Lead

NFI; Irving (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

The Senior Support Specialist at NFI serves as the primary contact for end-users seeking technical support. You will log and manage incident tickets, gather details, perform first-level remediation, and route issues to the appropriate IT teams to minimize downtime.

You’ll support enterprise software, networks, computers, printers, and other hardware, while following established processes for account access requests and contributing to knowledge base updates.

Qualifications

• BA/BS degree preferred or comparable work experience.
• 2–4 years of relevant experience preferred.
• Broad, generalist knowledge of core elements or concepts relevant to the role.
• Focuses on learning existing tools, resources, and processes at NFI.

Responsibilities

• Logs incoming requests via phone, in person, or portal and creates a ticket.
• Asks probing questions and documents all information in the ticket.
• Assesses and prioritizes incoming requests quickly and efficiently.
• Acts as the single point of contact for end-users, troubleshooting incidents when possible and escalating when needed.
• Provides general technical support for software, networks, computers, printers, and other hardware.
• Follows up with end-users to confirm ticket resolution.
• Follows processes to review and complete account and access requests.
• Creates or updates Knowledge Base entries as appropriate.
• Participates in on-call rotation and provides off-hours support.
• Participates in project-based work as required.
• Learns new systems, processes, and tools quickly.
• Performs other duties as required by management.

Skills

Broad generalist knowledge

Learning new systems

Education

BA/BS degree

Job description

The Senior Support Specialist at NFI serves as the primary contact for end-users seeking technical support. You will log and manage incident tickets, gather details, perform first-level remediation, and route issues to the appropriate IT teams to minimize downtime.

You’ll support enterprise software, networks, computers, printers, and other hardware, while following established processes for account access requests and contributing to knowledge base updates.