It Support Specialist Iii

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 IT Support Specialist - III 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 general user support, environmental support, and technical support following established service management and other standard operating procedures. The position interacts with network operations, security, and technical support experts to maintain and monitor infrastructure services. 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:
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 and proofread technical documentation for troubleshooting and training purposes. Train and educate team members in troubleshooting and support procedures.
• 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.
• 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).
• Lead teams and small projects with minimal supervision and guidance. Participate in the planning and execution of team projects.
• Monitor, diagnose, and resolve hardware, software, or other network and system problems, replacing defective components when necessary, and escalating as required. 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)

Supervisory Relationships:

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

Incumbent Attributes:

• Education: BS/BA in a related field or equivalent experience typically required to complete all essential job functions.
• Years of experience: Typically, 4 or more years of related professional work experience is required to complete all essential job functions. May represent the level at which career may stabilize for many years or until retirement.
• Other unique job-relevant attributes:
  • Microsoft Office proficiency: Proficient in the application of MS Office suite. Microsoft certification at an "Expert" level is preferred.
  • Computer and system hardware deployment: Proficient in the installation, configuration, and distribution of PCs, laptops, and peripherals. Understanding of server setup and configuration.
  • Hardware configuration and monitoring: Demonstrated expertise with the software or hardware tools that enable monitoring, package creation, testing, and supervision of desktop and laptop configurations to assess configurations for compliance.
  • Software deployment: Skilled with 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.

Position Scope/Contribution:

• Breadth of Scope: Scope is typically in support of the Company's core business and within a single functional area or work team but may be part of a large functional area or enterprise wide. Typically performs increased coordination and interaction with multiple functions. The impact is generally limited to the functional area(s) supported.
• Communications and Interpersonal Skills: Regularly communicates both in writing and verbally. Explains ideas and thoughts and communicates with internal and external customers related to a work function. May communicate with others in addition to customers. Information exchanged may require advanced knowledge in the area of expertise. Moderate levels of influence and persuasion are likely with colleagues.
• Complexity: Regularly uses a moderate level of logic, and reasoning by examining multiple perspectives and critical thinking to assess situations. Generally, works with increasingly complex challenges or problems. Work involves detailed planning of own activities and immediate work team and may include coordination and project management of resources from other teams.
• Decision-Making Authority: Decisions are made using discretion, independent judgment, and logic along with knowledge from prior experiences/learnings. Able to solve moderately complex problems normally encountered in the functional area. Typically work within established policies and procedures; employees are required to engage in critical thinking and analysis to make decisions.
• Financial Accountability: Decisions made may impact profit or loss and are reflective of the independent judgment, logic, and rationale for making such decisions.
• Strategic Influence: May impact the execution or achievement of short-term strategic initiatives but is not involved in the planning process.

What We Offer:
You'll enjoy competitive compensation, consisting of base pay plus an incentive program available to all full-time employees, and a comprehensive benefits package including high-quality healthcare options, a well-being incentive program, 401k, life and disability insurance, generous time off (with time off to volunteer) and much more! Additionally, we offer several Flexible Work Arrangements to support a healthy work-life balance.
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 gain a sense of fulfillment.

• 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 cfhire@cfindustries.com.
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