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Enterprise Support Specialist

CF Industries is a global leader in transforming natural gas into nitrogen. The chemical processes we use ensure we have the nitrogen we need to support life on earth - from fertilizer that feeds the crops that feed the world to products that remove harmful emissions from industrial activities. Through our nine world-class manufacturing complexes and best-in-class distribution system, we serve agricultural and industrial customers. We invite you to be a part of our nearly 3,000 employees making a difference every day.
Department:
AG0509FA Plant Enterprise Services - LA
Function:
Information TechnologyJob Summary:
Under minimal supervision, the Enterprise Support Specialist is involved with all aspects of the overall IT support model to ensure superior service to end users for Communications, PC, server applications and hardware. The incumbent plays a critical role in troubleshooting user problems to resolution while following the full Issue Management lifecycle and other standard operating procedures. This role is also responsible for supporting all PCs, laptops, tablets, printers, communication devices and other hardware, including software management.
Job Description:
User Support and Issue Management:
Provides local and remote support of users on all aspects of user reported problems, including software, hardware, tablets, mobile devices and peripheral equipment such as printers. Assists user community in maximizing PC potential through second/third tier support, training and SMS administration. Support includes 24/7/365 coverage across the enterprise. Provides emergency on-site support within 24 hours of a major outage to remote locations.
Effectively manages customer requests in a timely manner, documenting all support center calls appropriately. Manages issue tracking process, including recording of issues, initial troubleshooting, assignment and escalation of issues, and closure / follow up to resolution, to the satisfaction of the issue initiator and within standard operating procedures. Maintains pertinent metrics to help ensure compliance with issue tracking. Follows up with assignees of tickets through the issue lifecycle to resolution.
Participates in process improvement of call tracking processes and procedures, to maintain a standard operating procedure for Issue Management. Develops and enhances knowledge store to aid with initial handling of reported issues.
Evaluates, prepares and implements end-user training and support needs for all software applications. Ensures users receive appropriate systems, applications and peripherals training to meet their individual desktop computing needs.
Assists user community with assessing and meeting needs of technical nature. Acts as the central contact point for technical needs for meetings.
Responsible for training and educating all new Enterprise Support Specialists
Responsible for supporting, as needed the Emergency Operations Center
Environment Support:
Receives, installs, configures and distributes all company PCs, laptops, and printers including offsite requirements. Manages software distribution process for all PCs and laptops and ensures all images used for PC distribution are correct and up-to-date per standards and comply with standard desktop and laptop configurations.
Monitors and responds to complex technical hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
Assists with management of all requisitions and AFEs for all IT purchases. Ensures hardware and software purchases comply with established standards and are completed at fair market price. Ensures all personal computer related AFEs meet standards for hardware and software compatibility. Maintains a centralized data repository of all technical purchases and software licenses (asset management of software and hardware inventory). Assists with preparation of annual estimate for AFE of PC inventory and other hardware and software.
Supports intranet application and web page publication abilities.
Assists with the procurement, set-up and support of communications methods for remote locations. Helps with troubleshooting unavailability, degraded response and other reported issues with communication lines.
Backup and maintain all user profiles, data and equipment for terminated employees.
Technical Support:
Provides assistance to technical support staff as it relates to LAN and WAN systems.
Assists with complex deployment or maintenance procedures as well as repair work on Local Area Networks (LANs), Communications, and related hardware and software (e.g., bridges gateways routers, modems hubs) within a multiple operating system environment (e.g., Desktop, Server NOS). This includes NOS configuration and NOS maintenance.
Assists with testing and analysis of all elements of the network (including communications devices, lines, modems, protocol converters, switches, hubs, PCs, tablets and mobile devices)
Assess business need and impact on existing infrastructure and systems. Assists with functional testing of new application systems and enhancements.
Actively participates as a project team member of large IT projects to provide an Enterprise Support perspective and ensures standards are followed.
Apply and maintain the batch job schedule for all production environments. Ensure operational issues are effectively resolved by appropriate parties.
Oversee and support inventory scans on all licensed software for usage pertaining to license recovery and management.
Internal Controls:
Understands and complies with established departmental processes and procedures designed to support internal control efforts. Assists and supports both internal and external audits to verify IT policies are enforced. Identifies and brings to the attention of department management internal controls deficiencies.
POSITION QUALIFICATIONS: (Education, experience and special skills)
Bachelor's Degree in Computer Science or equivalent prefer
At least 3 years of experience working in a technology support center / diagnostic PC environment
Minimum of 3 years of systems experience with PC environment
Proven orientation to customer service and customer focus
Excellent communication and analytical skills
Must have a basic knowledge of voice, data and video communications
Strong working knowledge of Microsoft Office
Capable of troubleshooting all aspects of Local Area Network and Communications problems.
Microsoft Certified System Engineer is a plus
Cisco Certified Engineer a plus
CF Industries is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
Employees in the US can learn more about their rights by viewing the federal "EEO is the Law" poster (PDF) and the Pay Transparency Policy Statement can be found on this link: http://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html.
If you need any assistance seeking a job opportunity at CF Industries, or if you need reasonable accommodation with the application process, please call 847-405-2400 or contact us at cfhire@cfindustries.com.
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