Enterprise Support Specialist

Overview

At CF Industries, our mission is to provide clean energy to feed and fuel the world sustainably. Our employees focus on safe and reliable operations, environmental stewardship, and disciplined capital and corporate management. You will be part of a team that values diverse experiences and strives to deliver important work while enabling growth and potential across areas. CF Industries operates eight manufacturing complexes in the United States, Canada, and the United Kingdom, with a broad storage, transportation and distribution network in North America and logistics capabilities enabling a global reach to accelerate the world’s transition to clean energy.

The IT Support Specialist - I is responsible for a wide range of IT support to end users for hardware, software, and peripherals. The role resolves end-user issues by providing general user support, environmental support, and technical support following established service management and standard operating procedures. The position interacts with network operations, security, and technical support experts to maintain and monitor infrastructure services.

IT Support partners with the business to identify and present proactive solutions that will improve productivity. Overtime and on-call responsibilities are required to provide 24-hour support for safe, reliable operations.

• Support users/user groups on all aspects of user-reported problems such as username and password issues, and menu navigation, including software configuration, installation, setup, and distribution of hardware and peripheral equipment. Consult with subject matter experts and vendors to resolve issues.
• Resolve issues utilizing established tracking processes, including recording of issues, triaging every ticket, initial troubleshooting, assignment, escalation to the right support group, and closure/follow-up to resolution.
• Deliver support to the user community for maximizing user productivity through first-tier help desk support and providing end-user training and support for all Microsoft applications.
• Assist in the troubleshooting of computer networks and related computing environments, including computer hardware, systems software, applications software, backup systems, and disaster recovery processes.
• Provide support in the implementation and deployment of projects as assigned.
• Monitor, diagnose, and resolve hardware, software, or other network and system problems, replacing defective components when necessary. This may include manufacturing facility technical control hardware and software issues.
• Maintain cybersecurity and data security protocols for protecting sensitive data.
• Champion safety, regulatory compliance, and operational excellence, including proper use of PPE and following established procedures and protocols, and identifying and communicating hazards or incidents.
• Understand and comply with established processes, policies, and procedures supporting internal controls (e.g., IT General Controls, Managed Access, Managed Operations, Change Management; Sarbanes-Oxley/SOX; data backup, recovery, and classification; Information Technology Asset Management).

• Education: BS/BA or its equivalent in a related field is typically preferred. AA/AS may be preferred.
• Years of experience: 0-2 years of related professional work experience is preferred to complete all essential job functions.
• Other unique job-relevant attributes:
  • Microsoft Office proficiency: Proficient in the application of MS Office suite.
  • Computer and system hardware deployment: Experience in the installation, configuration, and distribution of PCs, laptops, and peripherals. Understanding of basic network concepts.
  • Hardware configuration and monitoring: Experience with tools that monitor, test, and supervise desktop and laptop configurations for compliance.
  • Software deployment: Familiarity with technologies and standards used during installation, deployment and maintenance of software.
  • System user support: Experience delivering technical support and consultation based on user requests to resolution across software, hardware, and peripherals.
  • Interpersonal…