Analyst-Customer Support IT

This hybrid role will consist of Help Desk and Field Desktop Support functions. This position is to effectively support the company’s complex computing infrastructure and business solutions by maintaining high availability and productivity of related equipment and systems, blending user interaction with technology services to maintain a competitive market advantage for Kinder Morgan and its employees. This role will support Kinder Morgan’s employees and their use of client system technologies, maintaining high availability and productivity through personal computers, hardware, software, and other required IT assets. Strong interpersonal and telephone skills will be needed to troubleshoot and resolve problems related to PC hardware, software, and peripherals from internal and external customers. The job requires a good understanding of the Windows operating system, PC peripherals, LAN/WAN, and the ability to perform basic server administrative tasks, including creating users, modifying group memberships, and assigning rights.

What You Will Do

• Personal safety, the safety of employees, the general public, the environment, and company assets is a primary responsibility.
• Understanding and practicing the Kinder Morgan Core Principals
• Apply problem solving skills and break down complex problems into solvable segments.
• Speak clearly in person and by telephone, using a high level of verbal skills and careful listening.

• Write effectively and understand verbal and written communications, including but not limited to email.

• Work within a ticketing system to document the resolution of reported IT issues.
• Provide telephone and onsite support for problem resolution relating to both technology and software applications as well as site operational and surveillance systems.
• May interact with network services, software systems engineering, and applications development to restore service and identify and correct network problems.
• Server duties related to Microsoft server OS in cooperation with the various infrastructure teams.
• Simulates or recreates user problems to resolve operating issues.
• Provide user training and support for internally developed applications.
• Recommends systems modifications to reduce user problems.
• Analyze information flow and reporting needs, working with clerical staff and management.
• Troubleshoot network connectivity issues.
• Setup and support VOIP phones.
• Support locations in Central Texas sites as assigned.
• Assist with integration of data, where appropriate, into KM systems.
• Provides after-hours support required of our business environment via a rotating on-call schedule.
• Additional duties/responsibilities as assigned by the supervisor.
• Consistently maintain and demonstrate a high regard for personal safety, for the protection of company assets, employees, and the general public

• Information Technology Associates Degree or equivalent experience in an IT support role.

Proficiency in the following technology:

• Windows Desktop/Server OS
• Microsoft Office Suite
• Azure/M365
• Citrix Workspace
• Dell PC equipment
• Multi-Factor Authentication systems
• Active Directory
• DHCP/DNS
• Print queue management

Understanding of:

• Routers, Switches, and Hubs
• LAN/WAN technologies
• Internet technologies - Connection, Protocols, Browsing, E-Mail, Security, UTP Ethernet

A satisfactory driving record determined by the Company and a valid driver’s license is required.

Competencies/Skills:

• A strong customer service attitude and desire to assist others are essential.
• Must have proven organizational, administrative, interpersonal, and communication skills.
• Must be accountable and take direction from supervisors, keep required work schedules, focus attention on details, and follow work rules.
• Must be a problem solver with the ability to find resolutions.
• Must be able to adapt to a fast-paced environment and be flexible with changing priorities.
• Dependability and the ability to work under pressure while meeting critical time frames are required.
• Must be self-motivated and capable of working with minimal supervision.
• Maintenance of confidentiality is mandatory, and the ability to handle and complete multiple tasks/projects is critical.
• Must be flexible and able to work effectively in a team environment and consistently maintain a professional and respectful demeanor/attitude with co-workers, clients, vendors, and regulatory agencies.

Work Conditions:

• Possible travel to local sites weekly with this position.
• A company vehicle is provided.
• The individual will be required to carry a cell phone and must be willing and able to support projects 24hrs per day in case of emergencies.
• Must be physically capable of lifting up to 25 pounds, bending, twisting, and moving related computer equipment, such as printers, monitors, and PCs.
• Successful candidate must be able to work independently and require minimal direct supervision.

Preferred Experience, Skills, and Knowledge:

• Exposure to ticket tracking software
• PBX experience is a plus
• Microsoft certification is a plus
• Project management experience is a plus

Kinder Morgan is a large energy infrastructure company operating in North America. Access to reliable, affordable energy is a critical component for improving lives around the world. We are committed to providing energy transportation and storage services in a safe, efficient, and environmentally responsible manner for the benefit of the people, communities, and businesses we serve.