JD: 

•            Perform hands-on fixes at the desktop level, including installing and upgrading of hardware and software

•            Acts as a liaison between Tier 3 support teams and the end-users

•            Interacts regularly with managers, clients, and vendors to answer question and complete project initiatives

•            Engages with Infrastructure Operations Center and Network Engineering to assist in problem resolution of network issues

•            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 PC’s

•            Support AV systems and collaboration applications such as WebEx, Teams, Zoom

•            Experience with ServiceNow and Asset Management

•            Knowledge of network fundamentals and IT security best practices

Inputs:

•            Service requests via ticketing system, phone, email, and walk-up support

•            Incident reports from end users regarding technical issues

•            Access requests and system provisioning needs

•            Password resets and authentication issues

Outputs:

•            Timely resolution of technical issues with documented solutions

•            User account creation, modification, and deactivation

•            Incident documentation and knowledge base contributions

•            Status updates and communication to stakeholders

•            Escalation of complex issues to appropriate technical teams

Technical Capabilities:

•            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

Service Management:

•            Track and manage incidents through ITSM platform (ServiceNow)

•            Maintain SLA compliance for response and resolution times

•            Document solutions and update knowledge repositories

•            Coordinate with vendors for warranty and repair services

Business-Specific Support:

•            Understand Gas Infrastructure operational technology requirements

•            Support NEER-specific applications and workflows

•            Provide onboarding technical assistance for new hires

•            Enable remote work capabilities and troubleshooting