Analyst - Gas Technical Support

Overview

Perform installation / troubleshoot hardware (desktop/laptop computer systems and associated software and peripheral devices) and software. Including field equipment. Maintain accurate inventory of computer and communication equipment. Assist in supporting Central Gas Operations software. Familiarity with Service Now, Power Apps and SharePoint, AV Support, MDM software.

Responsibilities

Core Responsibilities

• Perform installation / troubleshoot hardware (desktop/laptop computer systems and associated software and peripheral devices) and software, including field equipment.
• Maintain accurate inventory of computers, communication equipment, software, smartphones, tablets, etc. including e-waste disposal.
• Assist in supporting Central Gas Operations with their mapping, work management software, etc.
• Provide technical support for smartphones and tablets including MDM technology.
• Perform Cisco network troubleshooting to isolate and diagnose network problems.
• Ensures that all work is properly documented. Capture and document the details of issues and troubleshooting steps that were taken.
• Makes recommendations for improving application design and implementation in light of process changes or changes in the business or technology environment.
• Provide technical support for issues via phone/email/ticketing system or in person addressing hardware, software, telephony and facility related problems.
• Follow up on recommendations, developing tangible implementation proposals and if approved developing detailed plans.
• Participate in multiple projects as a key technical resource that includes implementation, issue resolution, and development.
• Perform other related tasks and assignments as required.
  
  

Qualifications

Required Education/Experience

• Master's Degree and 2 years' full time relevant experience or
• Bachelor's Degree and 3 years' full time relevant experience or
• Associate's Degree and 4 years' full time relevant experience or
• High School Diploma/GED and 5 years' full time relevant experience.
  
  

Preferred Education/Experience

• Master's Degree in Computer Science and 2 years' full time relevant experience.
  
  

Relevant Work Experience

• Proficient with Windows 10/11 and the Microsoft Office Suite. Required
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role. Required
• Working knowledge of office automation products and computer peripherals, like printers and scanners. Required
• Knowledge of network security practices and anti-virus programs. Required
• Ability to perform remote troubleshooting and provide clear instructions. Required
• Proficiency in Active Directory administration, including GPO. Required
• Knowledge/Experience of Gas Applications. Required
• Customer-oriented attitude 1 focus. Required
• Familiarity with mobile device technologies. Preferred
• Experience in SharePoint development, virtual; basic script and C . Knowledge of PHP, DMS, SQL database development and script Linux/Unix. Preferred
• Knowledge of virtualized & cloud infrastructure. Preferred
  
  

Skills and Abilities

• Strong written and verbal communication skills
• Effective interpersonal skills
• Well organized, detail oriented and flexible to handle multiple assignments
• Ability to work within tight timeframes and meet strict deadlines
• Effective leadership skills
• Demonstrated problem solving skills
• Excellent collaboration and team building skills
  
  

Licenses and Certifications

• Driver's License Required
  
  

Physical Demands

• Ability to push, pull, and lift up to 25 pounds
• Ability to stoop, bend, reach, and kneel throughout the workday
  
  

Additional Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must be able and willing to travel within Company service territory, as needed.
• May need to work in other company locations as required.
• Available to work off hours as operationally required.