Desktop Support

Description

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 work groups 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.

Skills

Desktop

Additional

Skills & Qualifications

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.

- 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…