Support Specialist

NFI Industries; Camden, Northern (NJ, KY); Hybrid; USD 40,000 - 52,000; Full time

Job summary

NFI Industries in Camden, NJ is seeking a Support Specialist to be the primary contact for end-users needing technical help. You will log incident and service requests, gather details, perform first-level remediation, and update tickets in our support portal.

You will troubleshoot issues with enterprise software, networks, computers, and printers, escalate when necessary, and follow established processes for access requests.

Qualifications

• BA/BS degree strongly preferred; comparable work experience considered.
• 0–2 years of relevant experience preferred.
• Entry level professional with limited or no prior experience.
• On-the-job training and experiences to develop professional skills.

Responsibilities

• Logs incoming incident and service requests and creates tickets on behalf of end-users.
• Gathers information and documents all relevant details in the ticket.
• Assesses and prioritizes requests quickly and efficiently.
• Troubleshoots incidents and escalates to the correct IT teams as needed.
• Provides general technical support for enterprise software, networks, computers, printers, and other hardware.
• Follows up with end-users to confirm ticket resolution.

Education

BA/BS degree or equivalent

Job description

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 and proceedings, 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