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 TimeTerm: till end of year with the possibility of renewing for 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
Pls let me know if any questions.
Skills Required
- Hands-on desktop fixes including installing and upgrading hardware and software
- Act as liaison between Tier 3 support teams and end-users
- Regular interaction with managers, clients, and vendors to answer questions and complete initiatives
- Assist Infrastructure Operations Center and Network Engineering with network issue resolution
- High degree of skill with Windows OS and Apple Mac in an Active Directory environment
- Proficiency supporting macOS and iOS devices (MacBooks, iPhones, iPads)
- Experience configuring and deploying Microsoft Windows laptops and desktop PCs
- Support AV systems and collaboration applications such as WebEx, Teams, Zoom
- Experience with ServiceNow and asset management processes
- Knowledge of network fundamentals and IT security best practices (VPN, wireless, wired)
- Support Microsoft 365 suite and business-specific applications
- Perform hardware setup, imaging, deployment, and manage printers/peripherals
- Track and manage incidents through ITSM platform and maintain SLA compliance
- Understand Gas Infrastructure operational technology requirements and support NEER-specific applications and workflows
What We Do
Five Rivers IT Provides IT infrastructure solutions to Small and Medium Businesses. Five Rivers IT strives to help businesses drive productivity, maximize value and increase reliability within their IT infrastructure. We accomplish this by providing our clients with the best IT architects, infrastructure solutions, data management and cloud services available. At Five Rivers IT, we build reliable IT infrastructures so you can run your business with peace of mind. We believe that IT solutions are the tools needed to run your business, and should not become your business. We avoid this scenario by partnering with our clients to determine effective solutions, often acting as their own IT staff, if necessary. Whether it’s an office move or moving to a cloud-based platform, we provide the knowledge, know-how and dedication necessary to get the work done – on time and within budget. Five Rivers IT offers strategic planning, project management and technical services that enable you to garner control of your IT systems. From conducting comprehensive requirement analyses to providing custom tailored solutions, Five Rivers IT is ready, willing and able to meet all of your technology needs.
