Operational Support

Five Rivers IT, Inc.; Georgia; On-site; USD 52,000 - 78,000; Full time

Job summary

Five Rivers IT, Inc. is seeking an Operational Support professional to deliver on-site technical assistance at our Houston, TX location. The role emphasizes customer-focused IT support, hardware and software installation, and coordination with Tier 3 teams.

You will work with Windows and Mac environments, Active Directory, and a range of collaboration tools, while ensuring quick, documented resolutions and adherence to SLAs.

Qualifications

• Experience providing desktop support in a technical, customer-focused role.
• Proficiency with Windows OS and MacOS in an Active Directory environment.
• Familiarity with ITSM tools and incident management processes.

Responsibilities

• Provide hands-on desktop fixes, hardware and software upgrades.
• Act as liaison between Tier 3 and end-users.
• Collaborate with managers, clients, and vendors to complete initiatives.
• Support AV and collaboration apps (WebEx/Teams/Zoom).

Skills

Desktop support

Windows OS

MacOS/iOS

Active Directory

ServiceNow

IT security

VPN networking

M365/Office 365

Vendor coordination

Tools

ServiceNow

Active Directory

Microsoft 365

VPN

Windows/mac imaging

Job description

Job Title: Operational Support

Location: On-Site (Houston, TX)601 Travis Street, Suite 1400, Houston, TX 77002.

Hours on site 8:00 am to 5:00 PM CT Time

Term: till end of year with the possibility of renewing for 12 months

Job description and functions:

The position is not only a highly technical position but also requires a high degree of customer focus and interaction that ultimately generates extraordinary customer satisfaction.

• 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

  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

  Pls let me know if any questions.