IT Support Technician
Role details
Job location
Tech stack
Job description
Role is for the IT Field Services Team providing on-site and remote support for field offices and end users. Qualified candidate will provide end user deskside support, able to serve as hands on support for network team to troubleshoot network hardware and connectivity issues.
This position is responsible for providing operational and technical support for Midstream Field end-user workstations on the Business Local Area Network (BLAN) environments located in Remote offices. The successful candidate must understand business requirements and translate these requirements into solutions. The position must work collaboratively with multi-disciplinary workgroups to seek solutions to problems, and champion compliance & change efforts which result in improved which result in improved user experience and customer satisfaction.
Responsibilities:
Ownership of Field Desktop Services fulfillment & Problem tracking, management, and resolution. Focus is on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
Responsible to provide Tier 2 onsite or remote support for installation, configuration, maintenance, and troubleshooting of all Midstream end user workstation(s) hardware, software, and peripheral devices. After hours support required at times to assist with high priority issues and requests.
Prioritize and escalate Midstream customer issues to the appropriate IT Tier 3 support groups and, when necessary, coordinate with IT Field Services Smart hands to schedule on-site support visit.
Support and maintenance of Midstream hardware devices to include imaging of standard and high spec desktop/laptop computers, tablets, and hand-held field devices.
Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner.
Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
Collaborate with others, as an escalated level of support, to resolve major underlying technology issues which arise within project, or a product as needed. Identify opportunities to make changes in the process to eliminate outages, reduce waste, improve process and execution efficiencies, and improve communication within the team.
Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes.
Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms.
Additional Responsibilities:
MPLX owns and operates mid-Stream Energy infrastructure and logistics assets that include 24/7 processing / distribution locations. Work hours are typically Monday - Friday, 8 - 5 pm but candidate must be available as called upon to perform duties during off-hours on occasion as needed. Support of these 24/7 Systems may require applicant to be available to respond within 90 minutes should problems arise. The employee must be flexible however to meet the needs of the business, when necessary, work hours may change depending on work responsibilities.
Activities may also include device backups, anti-virus protection support & response, performance tuning, security additions/changes/removals, security policy management, data access controls, configuration/patch management, risk management documentation, change control administration, Cisco voice system support, conference room and office AV support, database administration, and self-auditing to ensure compliance with standards.
This position may require work inside a MPLX Terminal, Pipeline, Marine or industrial field office. Knowledge of Terminal Automation systems, third party engineering software/hardware, and/or Oil & Gas IT field experience is beneficial.
Technical Abilities Required:
SME in supporting and troubleshooting Windows 11, Windows 10, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone)
Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need.
Extensive support with VPN, Citrix, and Wireless Networks
Assist with phone systems, upgrades, maintenance in the Field office.
Asset management, including maintenance of network component inventory; printers and other hardware items.
Manages installation, setup, maintenance, and troubleshooting for user workstations, software, hardware, and peripherals.
Experience supporting Video conference technologies.
Requirements
Networking connectivity knowledge and troubleshooting
Installation and configuration of local LAN printers
Maintain a continuous focus on technology and information security.
Skill Sets:
Drive for Results - Taking prompt action to accomplish objectives; proactively addressing issues.
Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them to understand and retain the message.
Business Partner - Actively aligning departmental concerns with overall organizational concerns; consciously seeking bottom-line results. Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty. Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
Managing Priorities- Effectively managing time and resources to ensure that work is completed effectively and in a timely manner.
Teamwork - Using appropriate methods and a flexible interpersonal style to help build a cohesive team, facilitating the completion of goals.
Keeps the organization's vision and values at the forefront of decision making and action.
Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Qualifications:
3 to 5 years working with and supporting end users and VIP's.
3+ years working with third party service suppliers - should include SLA and service definition functions.
Experience working with remote and travel users - plans and assists with issues that come up.
Able to effectively communicate both verbally and in writing with management to express ideas to make informed decisions.
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities.
Ability to support and explain technical concepts to users at various levels of technical proficiency.
Effectively manages difficult or volatile situations.
Able to read and understand technical manuals, procedures, and OEM guides.
Excellent people skills
Ability to assess, analyze and research technical situations and provide viable alternatives.
Ability to learn recent technologies and procedures quickly.
Ability to communicate effectively with wide variety of users, and technical teams.
Technical writing