Operational Support

Five Rivers IT Inc.; Houston (TX); On-site; USD 45,000 - 75,000; Full time

Job summary

Five Rivers IT Inc. is seeking an Operational Support specialist to provide on-site desktop hardware and software support in Houston. You will fix Windows/Mac issues, configure imaging and deployments, and support AV systems (WebEx/Teams/Zoom).

You will coordinate with Tier 3 and end-users to ensure timely resolutions. Responsibilities include user provisioning, incident documentation in ITSM, and collaboration with network engineering and vendors.

Qualifications

• Diagnose and resolve Windows/Mac OS issues in an Active Directory environment.
• Provide onboarding technical assistance for new hires and enable remote work capabilities.
• Support AV systems and collaboration applications (WebEx, Teams, Zoom) and service requests via ticketing system.

Responsibilities

• Perform hands-on fixes at the desktop level, including installing and upgrading hardware and software.
• Act as liaison between Tier 3 support teams and end-users.
• Interact with managers, clients, and vendors to answer questions and complete projects.
• Assist Infrastructure Operations Center and Network Engineering in problem resolution.
• Support Windows/Mac, MacBooks, iPhones, iPads in AD environment.
• Troubleshoot network connectivity (VPN, wireless, wired).
• Manage imaging, deployment and peripheral configurations.
• Track incidents through ITSM (ServiceNow) and maintain SLA.
• Coordinate with vendors for warranty and repair services.

Skills

Windows troubleshooting

MacOS support

iOS support

Active Directory

Microsoft 365

VPN/WiFi

Imaging & Deployment

Printer configuration

IT security basics

Gas infrastructure knowledge

Onboarding support

Remote work enablement

WebEx/Teams/Zoom

Tools

ServiceNow

WebEx

Teams

Zoom

Active Directory

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 contributionsStatus 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