Analyst II Desktop Support

IT L2 Support Analyst / Desktop Support Analyst

Boardwalk Pipelines, LP – Houston, TX

Salary: $95,106.00 - $

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 feed stocks. 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

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.

• 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.

• 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

• Advanced experience supporting latest versions of Windows Client OS and M365
• Experience with Fresh service 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

• Associate’s degree in computer science, Information Systems or related field of study – or equivalent experience

• BA/BS degree in related discipline

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.