Analyst Customer Support IT

Position Description

Position Description:

Help desk technician role providing support primarily via telephone. Effectively support the company’s complex computing infrastructure and computerized business solutions by maintaining high availability and productivity of related equipment and systems, blending user interaction with technology services in order to maintain a competitive market advantage for Kinder Morgan and its employees.

This role will support Kinder Morgan’s employees and their use of desktop technologies, maintaining high availability and productivity through personal computers, hardware, software, and other required IT assets. Telephone skills will be required to troubleshoot and resolve difficult problems related to PC hardware, software, and peripherals from both internal and external customers. The job requires a good understanding of the Windows operating system, PC peripherals, LAN/WAN, and the ability to perform basic Microsoft Server administrative tasks.

Job Responsibilities

• Personal safety, the safety of employees, the general public, the environment, and company assets is a primary responsibility
• Understanding and practicing the Kinder Morgan Core Principals
• Provide telephone support for problem resolution relating to both technology and software applications.
• Apply problem-solving skills and break down complex problems into solvable segments.
• Speak clearly, both in person and by telephone, using a high level of verbal skills and careful listening.
• Write effectively and understand verbal and written communications, including but not limited to email.
• Work within a ticketing system to document the resolution of reported IT issues.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Provide user training and support for developed applications.
• Provides after-hour support as part of on-call rotation required for our business environment
• Assist with integration of data into KM systems where appropriate.
• Monitor the effectiveness of overall office automation and user knowledge to increase the efficiency and productivity of staff and management.
• Additional duties/responsibilities as assigned by supervisor.
  
  

Position Requirements

Position Requirements:

Education

MINIMUM REQUIREMENTS:

• Information Technology Associates Degree or equivalent experience in an IT support role.
  
  

Proficiency In The Following Technologies

• Windows Desktop/Server OS
• Microsoft Office Suite
• Azure/O365
• Citrix Receiver/Workspace
• Dell PC equipment
• Multi-factor authentication systems
• Active Directory
• DHCP/DNS
• Print queue management
  
  

Understanding Of

• Routing and Switching
• LAN/WAN technologies
• Data Security principles
  
  

Competencies/Skills

• A strong customer service attitude and desire to assist others is essential.
• Must have proven organizational, administrative, interpersonal, and communication skills.
• The successful candidate will be required to clear a drug screen and a complete background check, including a credit report (as applicable to the position), after an offer has been extended and prior to being employed
• Position may be filled at various levels depending on the experience and job skills of the successful candidate.
  
  

EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.