Analyst II Desktop Support

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Boardwalk is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services for our customers. Our 14,000 miles of pipeline and storage assets provide diverse market connectivity to producers and end-users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We have the experience, knowledge, and flexibility to design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering this energy source. This commitment is made to our customers, employees, and the communities in which we operate. We incorporate environmental stewardship, safety, and compliance into our day-to-day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online at www.bwpipelines.com.

We are currently looking for an Analyst II Desktop Support for our Houston, TX office.

Position Description

The job purpose is to provide level 2 support for the IT Service Desk and to support the workstation lifecycle management process. In addition to answering questions or resolving technology issues for clients, responsibilities will include troubleshooting of minor computer problems; support concerning the use of mobile devices and resolution of client computer hardware and software needs, printing support, etc. Job role is required to participate in 24x7 On-Call rotation.

Job Responsibilities

- 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

- Ensure workstations are patched and client software updated

- Level 1 A/V support for conference rooms

- 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 DirectoryAzure 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.

Boardwalk Pipelines, LP, is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, religion, age, sex, gender identity, national origin, veteran, or disability status.