Senior Support Center Specialist

Senior Support Center Specialist

JOB-10047032

Anticipated Start Date

July 20, 2026

Location

Houston, TX

Type of Employment

Contract Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas. It is one of the largest publicly traded partnerships and a leading provider of midstream energy services to producers and consumers of natural gas, natural gas liquids (NGLs), crude oil, refined products and petrochemicals.

Job Summary

The Senior Support Center Specialist provides customer-focused technical support efficiently, accurately, and professionally. This role serves as a front-line support representative for customers, primarily by phone and email, and resolves both basic and complex technical issues across assigned support areas. The position also supports IT projects, contributes to process improvements, and shares effective resolutions and best practices with team members.

Job Description

• Serve as the first point of contact for customer issues and communicate resolutions clearly and effectively
• Apply strong customer service skills to meet or exceed customer expectations.
• Ensure all incidents and requests are accurately recorded, documented, updated, and closed in the ticketing system
• Recommend process or procedure improvements that increase team efficiency and service quality
• Assist with developing, mentoring, and training team members.
• Properly escalate unresolved incidents to the next level of support with a detailed description of the issue
• Respond to phone and email inquiries submitted to the Support Center and work directly with end users to resolve local, network, and application-related issues.
• Perform advanced troubleshooting and diagnosis of hardware, software, and connectivity issues for end users
• Collaborate with other IT groups to support hardware and software upgrades, implement new equipment and services, assist with product testing, and contribute to special projects
• Analyze and resolve moderate to complex PC hardware, software, system access, network, and other technical issues
• Provide end-user training and create or maintain related procedures and documentation.
• Follow up with end users to confirm issues are resolved successfully and to their satisfaction
• Track the status of all ongoing issues and escalate to management as appropriate.
• Create, document, and maintain knowledge base articles and procedures.
• Manage a high-volume caseload while responding to user requests in a timely and professional manner
• Work a flexible schedule and provide off-hours support on an on-call basis, as needed.
• Guide customers through the problem-solving process with clear and patient communication
• Provide timely follow-up, feedback, and updates to ensure issues are managed through resolution

Skills Required

· Minimum of 5 years of proven experience providing support desk or technical support

· Minimum of 5 years of experience supporting and troubleshooting network connectivity

· Working knowledge of ITSM systems, remote support tools, Windows 10/11, and Microsoft 365

· Demonstrated ability to maintain a high first-contact resolution rate

· Experience providing remote support through Citrix and VPN technologies

· Strong client-facing, verbal, and written communication skills

· Advanced troubleshooting, problem-solving, and multitasking skills

· Excellent customer service orientation and commitment to service excellence

· Must be willing to work after hours, weekends, and holidays as needed

Education/Training/Certifications

• Bachelor’s degree in information technology, Computer Science, or equivalent experience
• Microsoft certifications, CompTIA A+, or other relevant IT certifications
• HDI Support Center Analyst certification

Additional Requirements

• Maintain and expand knowledge of help desk procedures, supported products, and available services

GAS Energy Staffing LLC is an Equal Opportunity Employer. Employment Decision are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factors protected by applicable federal, state or local laws.