Operational Support

Location: On-Site – 601 Travis Street, Suite 1400, Houston, TX 77002. Term: through end of year with possible 12-month renewal.

About the role

This is a highly technical, customer-focused position that delivers hands-on desktop support while acting as the liaison between Tier 3 teams and end-users. You will drive extraordinary customer satisfaction through direct interaction with managers, clients, and vendors.

Responsibilities

• Perform hands-on fixes at the desktop level, including hardware/software installation and upgrades.
• Engage with the Infrastructure Operations Center and Network Engineering to resolve network issues.
• Support Windows and Apple Mac computers in an Active Directory environment.
• Configure and deploy Microsoft Windows–based laptops and desktops, plus MacBooks, iPhones, and iPads.
• Support AV systems and collaboration applications (WebEx, Teams, Zoom).
• Use ServiceNow for incident tracking, asset management, and knowledge-base contributions.
• Apply network fundamentals and IT security best practices.
• Handle service requests via ticketing system, phone, email, and walk-up support.
• Create, modify, and deactivate user accounts; reset passwords and manage authentication.
• Document solutions, update knowledge repositories, and escalate complex issues.
• Maintain SLA compliance for response and resolution times.
• Coordinate vendor warranty and repair services.
• Support Gas Infrastructure operational technology and NEER-specific applications.
• Provide onboarding technical assistance and enable remote-work capabilities.

Technical Capabilities

• Diagnose and resolve Windows/macOS operating-system issues.
• Support Microsoft 365 suite and business-specific applications.
• Configure and troubleshoot wired, wireless, and VPN connectivity.
• Perform hardware imaging, deployment, and peripheral/printer management.

Schedule

On-site hours: 8:00 AM – 5:00 PM CT.