Support Specialist

NFI Industries•Camden, NJ

About The Position

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

Requirements

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.

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.
Learns new systems, processes, and tools quickly and thoroughly.
Performs other duties and responsibilities as required by the role and determined by management.