Analyst II Desktop Support
Boardwalk Pipelines
- Houston, Texas, United States
- Houston, Texas, United States
About
Provide level 1 support for Service Desk line during peak call periods Help Workstation and Service Desk team members with support. Provide technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool Provide remote access/VPN support Provide "how to" assistance with all internally supported devices, applications and systems Consistently adheres to defined Standard Operating Procedures (SOP) Records and tracks customer incidents, calls and service requests through to completion in a timely manner Acquires and maintains some knowledge for supported products and support policies Proactively research and stay abreast of new technology including but not limited to: Microsoft Windows, Office, remote connectivity products, workstation and mobile devices Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides Participate in 24x7 On-Call rotation and adheres to Service Level Agreements (SLA) REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE:
5+ years minimum in-depth, hands-on support role on IT Workstation or customer support environment 3 years minimum technical knowledge of hardware lifecycle management and software deployment Advanced knowledge of help desk software, database connectivity and remote control tools Strong customer service orientation and communication skills Advanced computer technology troubleshooting and multi-tasking skills Advanced troubleshooting and root cause analysis skills Experience with incident tracking software Experience in working with PC desktops and laptops Experience with PC image deployment tools and processes Experience scripting and automating software deployment processes to all workstation computer assets Ability to maintain the confidentiality of sensitive information Occasionally lift and/or move up to 50 pounds PREFERRED SKILLS, KNOWLEDGE, AND EXPERIENCE:
Advanced experience supporting latest versions of Windows Client OS and M365 Experience with Freshervice Incident management Experience providing Mobile device support of iPhones, iPads and Mac's Advanced experience with PC image deployment tools and processes Advanced Mobile device support skills of iPhones and iPads Knowledge of Microsoft Endpoint Management (Intune) Advanced knowledge of Microsoft Active Directory\Azure and group policy deployments Advanced knowledge of SCCM REQUIRED EDUCATION:
Associate's degree in Computer Science, Information Systems or related field of study - or equivalent experience PREFERRED EDUCATION:
BA/BS degree in related discipline
ADDITIONAL INFORMATION: Boardwalk Pipelines, LP, maintains a drug-free workplace and will require pre-employment drug & substance abuse testing before hiring.
Languages
- English
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