IT Support Specialist Infrastructure & Operations (Tier 3)

Job Title: IT Operational Support

Location: On-Site (Houston, TX) 77002

Term: 12 Months

Job Description

The role combines strong technical expertise with exceptional customer service to deliver reliable, high-quality IT support. This position requires direct interaction with end-users, technical teams, and business stakeholders to ensure seamless operations and outstanding customer satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

• Perform hands-on desktop support including installation, configuration, and upgrades of hardware and software.
• Diagnose and resolve issues across Windows and macOS environments within an Active Directory ecosystem.
• Provide expert support for macOS, iOS, and Apple hardware (MacBooks, iPhones, iPads).
• Configure and deploy Microsoft Windows-based laptops and desktops.
• Troubleshoot and support AV systems and collaboration tools such as WebEx, Teams, and Zoom.
• Resolve network connectivity issues involving VPN, wireless, and wired connections.
• Perform device imaging, hardware setup, and deployment of workstations and peripherals.
• Manage printers and peripheral device configurations.

Customer & Stakeholder Interaction

• Serve as a liaison between end-users and Tier 3 support teams.
• Collaborate with managers, clients, vendors, and engineering teams to resolve issues and support project initiatives.
• Provide walk-up, phone, email, and ticket-based support with a strong customer-centric approach.
• Work closely with Infrastructure Operations Center and Network Engineering teams to address network-related issues.

Service Management

• Manage and track incidents through the ITSM platform (ServiceNow).
• Maintain SLA compliance and ensure timely resolution of service requests.
• Document solutions, update knowledge bases, and contribute incident reports.
• Handle user account creation, modification, and deactivation.
• Escalate complex issues to appropriate technical teams when needed.
• Support asset management activities and coordinate warranty or repair services with vendors.

Business-Specific Support

• Understand and support Gas Infrastructure operational technology needs.
• Provide assistance for business-specific applications and workflows.
• Deliver onboarding support for new hires and enable secure remote work capabilities.
• Ensure alignment with IT security best practices across all support activities.

Inputs

• Service requests via ticketing system, email, phone, and walk-up.
• Incident reports and troubleshooting inquiries from end-users.
• Access requests, provisioning, and authentication issues.
• Password resets and system access needs.

Outputs

• Timely, well-documented resolution of technical issues.
• Accurate user account provisioning and management.
• Knowledge base articles and incident documentation.
• Regular status updates to users and stakeholders.
• Proper escalation of advanced technical issues.

Overall Objective

Provide dependable, responsive IT support that minimizes downtime, resolves technical obstacles quickly, and maintains secure access to essential technology enabling employees to perform their roles efficiently and effectively.