Senior Support Specialist

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

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