Sr IT Support Specialist

At CF Industries, our mission is to provide clean energy to feed and fuel the world sustainably. Our employees are focused on safe and reliable operations, environmental stewardship, and disciplined capital and corporate management. By joining CF, you will be part of a team that brings their varied experiences, wide-ranging knowledge and diverse talents together to deliver important work and you'll be able to pursue complex, exciting opportunities that help you continue to grow and achieve your potential in different areas. You'll take pride in working for a company that lives its values and where you can be yourself at work, as part of an authentic team that encourages you to share your views and opinions. Our eight manufacturing complexes in the United States, Canada, and the United Kingdom, an unparalleled storage, transportation and distribution network in North America, and logistics capabilities enabling a global reach underpin our strategy to leverage our unique capabilities to accelerate the world's transition to clean energy.

Function:

Information Technology

Job Summary:

The Sr. IT Support Specialist is responsible for a wide range of IT Support to end users and other IT Support Specialists for hardware, software, and peripherals. The role resolves end-user issues by providing expert user, environment, and technical support following established service management and other standard operating procedures. The position interacts with network operations, security, and technical support staff to maintain and monitor infrastructure services. The Sr. IT Support Specialist is the front-line support for executive leadership and related site events. IT Support uses sophisticated/complex tools and techniques and 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.

Job Description:

I. Job Summary:

The Sr. IT Support Specialist is responsible for a wide range of IT Support to end users and other IT Support Specialists for hardware, software, and peripherals. The role resolves end-user issues by providing expert user, environment, and technical support following established service management and other standard operating procedures. The position interacts with network operations, security, and technical support staff to maintain and monitor infrastructure services. The Sr. IT Support Specialist is the front-line support for executive leadership and related site events. IT Support uses sophisticated/complex tools and techniques and 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.

II. Major Responsibilities:

• Support users/user groups on all aspects of user-reported problems, including software, hardware, and peripheral equipment. This level of support requires SMEs (Subject Matter Experts on different applications).
• Review technical documentation and approve and publish technical documents. Develop and mentor IT support personnel in all aspects of user support.
• Manage issues utilizing established tracking processes including recording of issues, initial troubleshooting, assignment and escalation of issues, and closure/follow-up to resolution.
• Deliver support to the user community for maximizing PC potential through second tier help desk support and providing end-user training and support for all Microsoft applications.
• Lead team and medium to high-visibility projects with minimal supervision and guidance. Participate in the initiation, planning, and execution of team projects.
• Maintain, configure, and administer computer networks and related computing environments including computer hardware, systems software, applications software, computer image, software packages, backup systems, and disaster recovery processes (including digital and analog communication equipment). Research systems issues and develop solution recommendations for system enhancement opportunities.
• 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. Maintain and back up all user profiles, data, and equipment for active and terminated employees.
• Deliver technical support to internal asset procurement and inventory processes and maintain a central data repository of all software licenses, hardware, and peripherals assets.
• Understand and always comply with established processes, policies, and procedures supporting internal controls. Examples, but not limited to IT General Controls (ITGCs) Managed Access (MA-xx) Managed Operations (MO-xx) and Change Management (CM-xx); Sarbanes Oxley/SOx; Data backup, recovery, and classification; Information Technology Asset Management (ITAM)

III. Supervisory Relationships:

• Position Reports To: Supervisor, Site IT
• Subordinate Positions: None

IV. Incumbent Attributes:

• Education: BS/BA in a related field or equivalent experience typically required to complete all essential job functions. MS/MA/MBA may be preferred. Typically, incumbents will have industry-recognized professional certifications as a demonstration of their technical/ professional knowledge.
• Years of experience: 7+ years of related professional work experience is typically required to complete all essential job functions.
• Other unique job-relevant attributes:
  • Microsoft Office proficiency: Proficient in the application of MS Office suite. Microsoft certification at an "Expert" level is required.
  • Computer and system hardware deployment: Considered an expert in the installation, configuration, and distribution of PCs, laptops, and peripherals. Experience in server administration, setup, and configuration.
  • Hardware configuration and monitoring: Proficient in the software or hardware tools that enable monitoring, testing, and supervision of desktop and laptop configurations to assess configurations for compliance.
  • Software deployment: Demonstrated mastery of technologies and standards used during the installation, deployment, and maintenance of software.
  • System user support: Experience in delivering technical support and consultation based on user requests and reported problems to resolution, including software, hardware, and peripherals. Demonstrated proficiency in voice and/or video communications.
  • Interpersonal communication: Strong active listening and collaboration skills, the ability to empower others through training, education, and providing technical advice tailored to the end-user's technical abilities. Ability to present effectively to senior leadership and act as a point of contact for any IT-related issues in a high-pressure environment or situation.
  • Learning agility: Challenges self and others to increase technical knowledge and skills.

• 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 others as detailed below:

Pay Transparency

https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf

FMLA:

https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

Employee Polygraph Protection Act

https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf

• Employees in Canada can learn more about their rights by viewing the "Canadian Human Rights Act".

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 [email protected].

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