Full-Time
Operational Support
Five Rivers IT
No salary listed
Houston, TX, USA
In Person
On-site in Houston, Monday through Friday, 8:00 AM to 5:00 PM Central Time.
Category
 IT Operations (1) |
|---|
Required Skills
LDAP
ServiceNow
Microsoft Windows
iOS/Swift
Requirements
- High degree of skill with Windows operating systems and Apple Mac computers in an Active Directory environment.
- High proficiency with macOS and iOS, including support for MacBooks, iPhones, and iPads.
- Experience configuring and deploying Microsoft Windows-based laptops and desktop PCs.
- Experience supporting audiovisual systems and collaboration applications such as Webex, Microsoft Teams, and Zoom.
- Experience with ServiceNow and asset management.
- Knowledge of network fundamentals and information technology security best practices.
- Ability to diagnose and resolve Windows and Mac operating-system issues.
- Ability to support the Microsoft 365 suite and business-specific applications.
- Ability to configure and troubleshoot VPN, wireless, and wired network connectivity.
- Ability to perform hardware setup, imaging, and deployment.
- Ability to manage printer and peripheral-device configurations.
- Ability to track and manage incidents through an IT service-management platform.
- Ability to maintain service-level agreement compliance for response and resolution times.
- Ability to coordinate with vendors for warranty and repair services.
- Understanding of Gas Infrastructure operational-technology requirements.
- Ability to support NEER-specific applications and workflows.
Responsibilities
- Perform hands-on desktop-level fixes, including hardware and software installation and upgrades.
- Act as a liaison between Tier 3 support teams and end users.
- Interact with managers, clients, and vendors to answer questions and complete project initiatives.
- Engage with the Infrastructure Operations Center and Network Engineering to assist in resolving network issues.
- Resolve service requests received through the ticketing system, phone, email, and walk-up support.
- Process incident reports from end users regarding technical issues.
- Handle access requests and system-provisioning needs.
- Perform password resets and resolve authentication issues.
- Provide timely resolution of technical issues with documented solutions.
- Create, modify, and deactivate user accounts.
- Document incidents and contribute to knowledge bases.
- Provide status updates and communicate with stakeholders.
- Escalate complex issues to appropriate technical teams.
- Document solutions and update knowledge repositories.
- Provide onboarding technical assistance for new hires.
- Enable remote-work capabilities and troubleshoot related issues.