IT Operational Support

About the role

This on-site position in Houston, TX is a 4-month term with the possibility for extension. The role is highly technical and requires a strong customer focus, involving hands-on fixes at the desktop level and acting as a liaison between Tier 3 support teams and end-users.

Responsibilities

• Install and upgrade hardware and software.
• Interact with managers, clients, and vendors to answer questions and complete project initiatives.
• Engage with Infrastructure Operations Center and Network Engineering to assist in resolving network issues.
• Support Windows OS and Apple Mac computers in an Active Directory environment.
• Configure and deploy Microsoft Windows-based laptops and desktop PCs.
• Support AV systems and collaboration applications such as WebEx, Teams, and Zoom.
• Handle service requests via ticketing system, phone, email, and walk-up support.
• Resolve technical issues with documented solutions and contribute to the knowledge base.
• Create, modify, and deactivate user accounts.
• Escalate complex issues to appropriate technical teams.
• 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.
• Track and manage incidents through ITSM platform (ServiceNow).
• Maintain SLA compliance for response and resolution times.
• Coordinate with vendors for warranty and repair services.
• Understand Gas Infrastructure operational technology requirements.
• Support client-specific applications and workflows.
• Provide onboarding technical assistance for new hires.
• Enable remote work capabilities and troubleshooting.
• Minimize downtime and resolve technical barriers to ensure secure access to technology resources.

Requirements

• 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 PCs.
• Experience with ServiceNow and Asset Management.
• Knowledge of network fundamentals and IT security best practices.

Schedule

This is a 4-month term position with the possibility for extension, located on-site in Houston, TX.