What are the responsibilities and job description for the Service Desk Support position at Targa Resources Careers?
POSITION SUMMARY:
This role is part of the IT Infrastructure team and reports to the Supervisor of IT Infrastructure. The IT Support Technician I provides frontline technical support while continuing to grow skills across modern endpoint management, cloud services, and emerging enterprise technologies. This role is ideal for someone early in their IT career who is motivated to learn, grow, and build a long-term future in technology.
JOB DUTIES & RESPONSIBILITIES:
Serve as a primary point of contact for end-user support requests submitted via ServiceNow and Call Center.
Perform initial troubleshooting, problem identification, and resolution of incidents; escalate or assign tickets to next-level support teams as appropriate.
Monitor and manage the incident queue to ensure timely resolution aligned with defined SLA targets.
Follow up with users to confirm issue resolution and overall customer satisfaction.
Support and maintain end-user computing environments, including desktops, laptops, peripherals, and mobile devices.
Assist with endpoint provisioning, imaging, deployment, and lifecycle management using Microsoft Intune.
Maintain and expand knowledge of Microsoft technologies including Windows, Office 365, and cloud-based collaboration tools.
Create, update, and maintain knowledge base articles and technical documentation.
Build strong working relationships with business users and IT peers to deliver consistent, high-quality support.
Demonstrate curiosity and initiative in learning new technologies, tools, and IT best practices.
Participate in a rotating 24x7 on-call schedule as required.
Perform other duties as assigned.
MINIMUM ESSENTIAL QUALIFICATIONS:
Minimum of 3 years of related IT support or service desk experience.
Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
Broad knowledge of end-user computing technologies, including Microsoft Windows and Office 365.
Working knowledge of mobile device and endpoint management concepts.
Strong written and verbal communication skills with the ability to interact effectively with technical and non-technical users.
Ability to prioritize tasks, multi-task, and work effectively in a fast-paced support environment.
Positive attitude with a strong sense of ownership and customer service.
Ability to ask thoughtful, clarifying questions to understand business needs.
Eligible to work in the United States without company sponsorship.
Willingness to participate in on-call rotation and occasional travel as required.
Regular and reliable attendance.
PREFERRED QUALIFICATIONS:
Experience with Microsoft Intune / Endpoint Manager or similar MDM platforms.
Exposure to Office 365 administration and cloud-based services.
Demonstrated interest in developing skills in modern infrastructure, security, automation, or cloud technologies.
Advanced troubleshooting skills across hardware, software, and peripheral devices.
Ability and willingness to lift up to 50 pounds.
EQUAL EMPLOYMENT OPPORTUNITY:
Targa Resources provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law. We value the unique contributions that every employee brings to their role based on merit, experience, and other work-related criteria.