Desktop Operational Support Technician

Client is looking for a day-to-day operational support for the organization’s end-user environment which includes supporting mobile devices, computers, and AV systems.

Job Title: Operational Support

Location: On-Site (Houston, TX)

Term: 12 Months

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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
  
  

Enable NEER personnel to perform their roles effectively by providing reliable, responsive IT support that minimizes downtime, resolves technical barriers, and maintains secure access to necessary technology resources.

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