Senior Support Specialist

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

Overview

A member of the Infrastructure & Operations team, the Senior Support Specialist, is the primary point of contact for our end-users who are seeking technical support. You’ll be responsible for logging incoming incident tickets and service request tickets, gathering information, performing first level remediation actions, routing tickets, and updating the ticket status in our support portal. This position is key to keeping our employees and customers productive in their roles.

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 (not necessarily the single point of resolution) 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.

Qualifications

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

LA County Applicants: The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.

Profit Center

PC-1010