Technical Support Specialist

2 weeks ago

Houston, Texas, United States Kinder Morgan Full time
Position Overview:
This role is designed for a Technical Support Specialist who will engage in both Help Desk and Desktop Support responsibilities.

Key Objectives:
The primary aim of this position is to ensure the seamless operation of the organization’s intricate computing framework and automated business processes. This is achieved by maintaining optimal availability and efficiency of associated equipment and systems, thereby providing a competitive edge for Kinder Morgan and its workforce.

Responsibilities:
- Deliver comprehensive support to Kinder Morgan employees regarding desktop technologies, ensuring high productivity through effective management of personal computers, hardware, software, and essential IT resources.
- Utilize strong communication skills to troubleshoot and resolve complex issues related to PC hardware, software, and peripherals for both internal and external clients.
- Demonstrate proficiency in the Windows operating system, PC peripherals, and basic Microsoft Server administrative tasks, including user management and rights assignment.

Core Duties:
- Prioritize personal safety and the safety of colleagues, the public, and company assets.
- Embrace and apply Kinder Morgan's Core Principles.
- Employ problem-solving techniques to deconstruct complex challenges into manageable components.
- Communicate effectively, both verbally and in writing, ensuring clarity in all interactions.
- Maintain detailed documentation of IT issues and resolutions within a ticketing system.
- Provide both remote and on-site support for technology and software application issues, as well as operational and security systems.
- Collaborate with network services and software engineering teams to restore services and rectify network issues.
- Conduct server-related duties for various Windows Server versions.
- Simulate user issues to troubleshoot operational problems.
- Offer training and support for developed applications.
- Suggest system modifications to minimize user challenges.
- Analyze information flow and reporting requirements in conjunction with clerical staff and management.
- Address network connectivity problems and assist with VOIP phone setup.
- Provide after-hours support as necessary.

Qualifications:
- An Associate's Degree in Information Technology or equivalent experience in an IT support capacity, with 5 to 8 years of Desktop Support experience preferred.

Technical Proficiency:
- Familiarity with Windows Desktop/Server OS, Microsoft Office Suite, Azure/O365, Citrix Receiver/Workspace, and Dell PC equipment.
- Understanding of Multi-Factor Authentication systems, Active Directory, DHCP/DNS, and print queue management.

Knowledge of Networking:
- Basic understanding of routers, bridges, switches, and hubs, as well as LAN/WAN technologies and internet protocols.

Competencies:
- A strong customer service orientation and a commitment to assisting others.
- Proven organizational, administrative, and communication skills.
- Ability to work independently while being accountable and adhering to work schedules.
- Capacity to adapt to a dynamic environment and manage shifting priorities.
- Dependability and the ability to perform under pressure while meeting critical deadlines.

Work Environment:
- This position is based in a corporate office setting.
- The individual must be prepared to support projects around the clock in case of emergencies.
- Physical capability to lift up to 25 pounds and manage related computer equipment is required.

Benefits:
- Competitive salary and comprehensive benefits package, including a 401(k) savings plan, medical and dental coverage, paid time off, and a bonus program.

Equal Opportunity Employer:
We are committed to creating a diverse environment and are proud to be an equal opportunity employer.

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