Senior Support Specialist

NFI Industries • Iowa Township, IA

2d

About The Position

The Senior Support Specialist is a member of the Infrastructure & Operations team and serves as the primary point of contact for end-users seeking technical support. The role involves logging incident and service request tickets, gathering relevant information, performing first-level remediation, routing requests, and updating ticket status in the support portal. The position helps employees and customers remain productive by troubleshooting issues, resolving them when possible, and escalating them to the appropriate IT team when needed.

The specialist provides general support for enterprise software, networks, computers, printers, and other hardware; follows established processes for account and access requests; and creates or updates Knowledge Base entries. The role also includes on-call rotation and project-based work as required, along with other duties assigned by management.

Requirements

• Broad, generalist knowledge of core elements or concepts relevant to the role.
• Focus on learning NFI’s existing tools, resources, and processes.

Nice To Haves

• A BA/BS degree is strongly preferred; comparable work experience may be considered.
• 2–4 years of relevant experience is preferred.

Responsibilities

• Receive support requests by phone, in person, or through the support portal, and create tickets on behalf of end-users.
• Ask probing questions and document relevant information in tickets.
• Assess and prioritize incoming requests efficiently.
• Serve as the end-user’s point of contact; troubleshoot and resolve incidents when possible and escalate them to the appropriate IT team when necessary.
• Provide general technical support for enterprise software, networks, computers, printers, and other hardware.
• Follow up with end-users to confirm satisfactory ticket resolution.
• Review, validate, and complete account and access requests according to established processes and procedures.
• Create new Knowledge Base entries and modify existing entries as appropriate.
• Participate in the on-call rotation and provide off-hours support as required.
• Participate in project-based work as required.
• Learn new systems, processes, and tools quickly and thoroughly.
• Perform other duties and responsibilities as required by the role and determined by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior