Operational Support

Job Title: Operational Support Location: On-Site (Houston, TX) 601 Travis Street, Suite 1400, Houston, TX 77002. Hours on site 8:00 am to 5:00 PM CT Time Term: till end of year with the possibility of renewing for 12 months =============================================================================================== Job description and functions: The position is not only a highly technical position but also requires a high degree of customer focus and interaction that ultimately generates extraordinary customer satisfaction. • Perform hands-on fixes at the desktop level, including installing and upgrading of hardware and software • Acts as a liaison between Tier 3 support teams and the end-users • Interacts regularly with managers, clients, and vendors to answer question and complete project initiatives • Engages with Infrastructure Operations Center and Network Engineering to assist in problem resolution of network issues • High degree of skill with Windows OS and Apple Mac computers in an Active Directory environment • Highly proficient with MacOS and IOS supporting MacBooks, iPhones and iPads. • Experience configuring and deploying Microsoft Windows based laptops and desktop PC’s • Support AV systems and collaboration applications such as WebEx, Teams, Zoom • Experience with ServiceNow and Asset Management • Knowledge of network fundamentals and IT security best practices Inputs: • Service requests via ticketing system, phone, email, and walk-up support • Incident reports from end users regarding technical issues • Access requests and system provisioning needs • Password resets and authentication issues Outputs: • Timely resolution of technical issues with documented solutions • User account creation, modification, and deactivation • Incident documentation and knowledge base contributions • Status updates and communication to stakeholders • Escalation of complex issues to appropriate technical teams Technical Capabilities: • Diagnose and resolve Windows/Mac operating system issues • Support Microsoft 365 suite and business-specific applications • Configure and troubleshoot network connectivity (VPN, wireless, wired) • Perform hardware setup, imaging, and deployment • Manage printer and peripheral device configurations Service Management: • Track and manage incidents through ITSM platform (ServiceNow) • Maintain SLA compliance for response and resolution times • Document solutions and update knowledge repositories • Coordinate with vendors for warranty and repair services Business-Specific Support: • Understand Gas Infrastructure operational technology requirements • Support NEER-specific applications and workflows • Provide onboarding technical assistance for new hires • Enable remote work capabilities and troubleshooting Pls let me know if any questions.