Boardwalk Pipelines
IT L2 Support Analyst / Desktop Support Analyst
Boardwalk Pipelines, LP – Houston, TX
Salary: $95,106.00 - $161,680.00
Boardwalk Pipelines, LP is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services. We have 14,000 miles of pipeline and storage assets that provide diverse market connectivity to producers and end‑users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering energy. We incorporate environmental stewardship, safety, and compliance into our day‑to‑day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online at www.bwpipelines.com.
Position Description The job purpose is to provide level 2 support for the IT Service Desk and support the workstation lifecycle management process. In addition to answering questions or resolving technology issues for clients, responsibilities will include troubleshooting minor computer problems, supporting mobile devices, and resolving client hardware and software needs, printing support, etc. This role requires participation in a 24x7 On‑Call rotation.
Job Responsibilities
Provide level 1 support for Service Desk line during peak call periods
Help Workstation and Service Desk team members with support.
Provide technical support for all PC hardware, software, and peripherals, and assist in maintaining LAN/WAN stability while ensuring high‑quality service.
Accurately record and document all details of the issue or service request in the IT service desk tool, including categorization and priority.
Provide remote access and VPN support.
Provide “how to” assistance with all internally supported devices, applications and systems.
Consistently adhere to defined SOP.
Record and track customer incidents, calls and service requests through to completion in a timely manner.
Maintain knowledge of supported products and support policies.
Proactively research new technology such as Microsoft Windows, Office, remote connectivity products, workstation and mobile devices.
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
Respond to end‑user inquiries regarding ticket status and perform follow‑ups.
Contribute to creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
Participate in 24x7 On‑Call rotation and adhere to SLAs.
Required Skills, Knowledge, and Experience
5+ years minimum in‑depth, hands‑on support role on IT workstation or customer support environment
3 years minimum technical knowledge of hardware lifecycle management and software deployment
Advanced knowledge of help desk software, database connectivity and remote‑control tools
Strong customer service orientation and communication skills
Advanced computer technology troubleshooting and multitasking skills
Advanced troubleshooting and root cause analysis skills
Experience with incident tracking software
Experience working with PC desktops and laptops
Experience with PC image deployment tools and processes
Ensure workstations are patched and client software updated
Level 1 A/V support for conference rooms
Experience scripting and automating software deployment processes to all workstation computer assets
Maintain confidentiality of sensitive information
Occasionally lift and/or move up to 50 pounds
Preferred Skills, Knowledge, and Experience
Advanced experience supporting latest versions of Windows Client OS and M365
Experience with Freshservice Incident management
Experience providing mobile device support of iPhones, iPads and Macs
Advanced experience with PC image deployment tools and processes
Advanced mobile device support skills of iPhones and iPads
Knowledge of Microsoft Endpoint Management (Intune)
Advanced knowledge of Microsoft Active Directory/Azure and group policy deployments
Advanced knowledge of SCCM
Required Education
Associate’s degree in computer science, Information Systems or related field of study – or equivalent experience
Preferred Education
BA/BS degree in related discipline
Additional Information Boardwalk Pipelines, LP maintains a drug‑free workplace and will require pre‑employment drug & substance abuse testing before hiring. Boardwalk Pipelines, LP is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, religion, age, sex, gender identity, national origin, veteran, or disability status.
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Salary: $95,106.00 - $161,680.00
Boardwalk Pipelines, LP is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services. We have 14,000 miles of pipeline and storage assets that provide diverse market connectivity to producers and end‑users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering energy. We incorporate environmental stewardship, safety, and compliance into our day‑to‑day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online at www.bwpipelines.com.
Position Description The job purpose is to provide level 2 support for the IT Service Desk and support the workstation lifecycle management process. In addition to answering questions or resolving technology issues for clients, responsibilities will include troubleshooting minor computer problems, supporting mobile devices, and resolving client hardware and software needs, printing support, etc. This role requires participation in a 24x7 On‑Call rotation.
Job Responsibilities
Provide level 1 support for Service Desk line during peak call periods
Help Workstation and Service Desk team members with support.
Provide technical support for all PC hardware, software, and peripherals, and assist in maintaining LAN/WAN stability while ensuring high‑quality service.
Accurately record and document all details of the issue or service request in the IT service desk tool, including categorization and priority.
Provide remote access and VPN support.
Provide “how to” assistance with all internally supported devices, applications and systems.
Consistently adhere to defined SOP.
Record and track customer incidents, calls and service requests through to completion in a timely manner.
Maintain knowledge of supported products and support policies.
Proactively research new technology such as Microsoft Windows, Office, remote connectivity products, workstation and mobile devices.
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
Respond to end‑user inquiries regarding ticket status and perform follow‑ups.
Contribute to creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
Participate in 24x7 On‑Call rotation and adhere to SLAs.
Required Skills, Knowledge, and Experience
5+ years minimum in‑depth, hands‑on support role on IT workstation or customer support environment
3 years minimum technical knowledge of hardware lifecycle management and software deployment
Advanced knowledge of help desk software, database connectivity and remote‑control tools
Strong customer service orientation and communication skills
Advanced computer technology troubleshooting and multitasking skills
Advanced troubleshooting and root cause analysis skills
Experience with incident tracking software
Experience working with PC desktops and laptops
Experience with PC image deployment tools and processes
Ensure workstations are patched and client software updated
Level 1 A/V support for conference rooms
Experience scripting and automating software deployment processes to all workstation computer assets
Maintain confidentiality of sensitive information
Occasionally lift and/or move up to 50 pounds
Preferred Skills, Knowledge, and Experience
Advanced experience supporting latest versions of Windows Client OS and M365
Experience with Freshservice Incident management
Experience providing mobile device support of iPhones, iPads and Macs
Advanced experience with PC image deployment tools and processes
Advanced mobile device support skills of iPhones and iPads
Knowledge of Microsoft Endpoint Management (Intune)
Advanced knowledge of Microsoft Active Directory/Azure and group policy deployments
Advanced knowledge of SCCM
Required Education
Associate’s degree in computer science, Information Systems or related field of study – or equivalent experience
Preferred Education
BA/BS degree in related discipline
Additional Information Boardwalk Pipelines, LP maintains a drug‑free workplace and will require pre‑employment drug & substance abuse testing before hiring. Boardwalk Pipelines, LP is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, religion, age, sex, gender identity, national origin, veteran, or disability status.
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