Support Specialist

NFI Industries; Camden (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

NFI Industries in Camden, NJ seeks a Support Specialist to be the primary contact for end-users seeking technical assistance. You will log incoming incidents and service requests, gather details, perform first-level remediation, route tickets, and update statuses in the support portal.

This entry-level role emphasizes learning, strong communication, and collaboration with the IT team to keep employees and customers productive.

Qualifications

• BA/BS degree strongly preferred, will consider comparable work experience.
• 0-2 years of relevant experience preferred.
• Entry level role focused on learning professional skills.

Responsibilities

• Receives incoming support requests via phone, in person, or portal and creates a ticket.
• Gathers information, documents details, and prioritizes requests.
• Troubleshoots and resolves incidents when possible; escalates to IT teams as needed.
• Acts as the single point of contact for end-users and follows up to confirm resolution.

Skills

Customer service

Troubleshooting

Ticketing

Communication

Education

Bachelor's degree or equivalent experience

Tools

Ticketing system

Job description

Locations: CAMDEN, New Jersey

Categories: Information Technology

Req ID: 30998

Overview

A member of the Infrastructure & Operations team, the 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.
• 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.

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