Operational Support

Five Rivers IT, Inc; Houston (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Five Rivers IT, Inc. is seeking an Operational Support specialist to deliver hands-on hardware and software fixes on-site in Houston, TX.

You will act as a liaison between Tier 3 teams and end-users, support managers and vendors, and assist with project tasks in a fast-paced environment. The role requires strong Windows and Mac experience, Active Directory, and proficiency with Microsoft 365, AV systems, and collaboration apps.

Qualifications

• Experience fixing desktop hardware and software issues in Windows and Mac environments.
• Proven ability to support end-users and liaise between Tier 3 teams and users.
• Familiarity with Active Directory, Microsoft 365, and basic IT security practices.

Responsibilities

• Perform hands-on fixes at the desktop level for hardware and software.
• Liaise between Tier 3 support teams and end-users to resolve issues.
• Interact with managers, clients, and vendors to support projects and initiatives.
• Assist with network issue resolution alongside Infrastructure Operations Center and Network Engineering.
• Configure and deploy Windows laptops/desktops and support MacBooks/iOS devices.
• Support AV systems and collaboration tools (WebEx, Teams, Zoom).
• Maintain ServiceNow incident records and asset management; update knowledge base.

Skills

Windows OS

MacOS

Active Directory

IT Support

Network fundamentals

Microsoft 365

Hardware setup

IT security best practices

Tools

ServiceNow

WebEx

Teams

Zoom

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:

• 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

Pls let me know if any questions.