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IT Customer Support I

3 months ago

Lakewood, United States Tallgrass Energy Full time

Tallgrass was named one of the 2023 Top Workplaces USA and highlighted in Colorado's Top Workplaces for the past seven consecutive years. Tallgrass is a leading energy infrastructure company focused on safely, reliably, and sustainably delivering the energy and services that power our nation and enable our quality of life. At Tallgrass, we value our teams and strive to create an environment where employees feel respected, and their contributions are valued. We aim to support employees' physical, mental, and financial well-being through a comprehensive Total Rewards Program. Industry competitive pay Health insurance package options that include Flexible Spending & Health Savings Accounts Infertility Coverage Parental Leave 401(k) with up to a 6% match that vests immediately plus an employer discretionary contribution of up to 4% Wellness Programs & Mental Health Resources Employer-paid life insurance, short-term disability, and long-term disability coverage Critical Illness & Accident Insurance Vacation, sick days, paid caregiver leave, volunteer and bereavement paid time off Identity theft protection Annual discretionary bonus Generous Tuition Reimbursement Program Company-paid holidays and floating holidays Company vehicle (if applicable) Employee discounts; vehicles, tires, cellular plans, and more Career pathing, development programs, and internship programs Networking and employee engagement events Personal development to grow your career with us based on your strengths and interests Hybrid work schedule with onsite collaboration three days a week Primary purpose: Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email, walkup and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Serves as the first point of contact for end users seeking technical assistance. May coordinate with other teams or departments to resolve user problems. Essential duties and responsibilities: Responsibilities include the support of all production and development systems, troubleshooting and resolution of desktop computers, applications, and related technology. Support includes configuring, deploying and testing of computer systems and peripherals within established standards and guidelines. Ensure desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensure proper anti-malware protection is maintained. Primary resource for generating tickets from inbound calls, emails, walk-in customers, and chat sessions; escalating to appropriate resources when necessary. Perform system software upgrades, install service packs and patches as needed. Delve into and achieve an understanding of a problem or request to offer the most appropriate possible solution. Configure, modify and repair computer hardware including monitors, keyboard and printers. Develop and follow all system change control procedures. Share after-hours support with others in the group and the IT Operations group including escalations. Regularly work under deadlines. Utilize software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity. Deal with a wide variety of people with tact, courtesy, and professionalism. Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully. Maintain regular, dependable attendance and a consistently high level of performance. Work non-traditional hours as needed. Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public. Other daily, weekly, monthly or special project duties as identified and defined. Other duties as assigned. Minimum requirements : Education: Associate/Bachelor degree from an accredited institution in Computer Science, Information Systems, Business Management, or a related discipline. A minimum of two (2) years direct work experience in IT or a related discipline may be considered as a substitute for a degree. Experience/Specific Knowledge: Minimum of two (2) years overall IT infrastructure experience. Must be customer service oriented. Analytical thinker is able to utilize a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions. Excellent organizational, time management and communication skills; must communicate effectively with all levels of company personnel. Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected. Ability to multitask effectively and meet deadlines. Sounds knowledge of PC configurations, currently supported versions of Microsoft Windows, and PC software including, Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook. Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing. Experience in effectively communicating business and technical issues to both technical and non-technical audiences. Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level. Use time effectively and efficiently. Certifications, Licenses & Registrations: Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers. (As needed) Competencies, Skills & Abilities: Must be able to perform all essential and marginal functions of the job. Must be able to work with a team, take direction from management, adhere to required work schedules, focus attention to details, and follow work rules. Ability to successfully perform multiple tasks with strict deadlines. Ability to organize and prioritize daily work. Physical Demands: All of the physical requirements listed below are those that may be necessary for an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting for prolonged periods of time; standing and reaching with hands and arms frequently; regularly walking, climbing, balancing or moving; driving; talking; seeing (specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus); using hands frequently to type, touch, handle and feel; hearing; bending or stooping; squatting or crouching; reaching; kneeling; pushing; pulling; regularly lifting up to 10 pounds and occasionally lifting and moving up to 25 pounds. Minimal safety hazards; general office working conditions. Working Conditions: Travel as needed up to 25%. Non-traditional hours anticipated. Required to carry an activated cell phone and be available to respond during working and non-working hours. The successful candidate will be required to clear a drug screen, and a complete background check, including a credit report for certain positions after an offer, has been extended and before being employed. Supervisory Responsibility: None. PREFERRED EDUCATION, EXPERIENCE, CERTIFICATIONS, COMPETENCIES, SKILLS, & ABILITIES: Above the minimum requirements; not required but advantageous in this position: Microsoft Certified Professional certification CompTIA A+ Other responsibilities: The above statements describe the general nature and level of work being performed. This position may perform other duties as assigned. Tallgrass is an equal opportunity employer. Qualified applicants are considered for positions without regard to race, color, religion, sex, national origin, age, citizenship status, marital status, medical condition, physical or mental disability, or any other legally protected status. EOE/M/F/D/V #J-18808-Ljbffr