Senior Support Specialist

Senior Support Specialist

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