Technical Support I

Job Summary:

The Technical Support I role is essential for providing direct end-user assistance, both onsite and remotely. It demands strong problem-solving skills for effective troubleshooting and technical issue resolution. This position requires excellent communication abilities to clearly guide users through solutions and maintain detailed documentation of support activities. Building trust and rapport through high-quality customer service is crucial, as is the ability to manage and track support cases efficiently. The role may also involve participating in small-scale projects or tasks within larger initiatives, highlighting the need for adaptability and a proactive approach to support workload management. As a key member of the support team, this individual must quickly adapt to changing user requirements and organizational goals, ensuring the delivery of consistent and effective technical support. Because this position supports a workforce that includes Spanish-speaking employees in the office, the plant, and the field, full fluency in both English and Spanish is required.

Essential Functions:

• Efficiently triage user issues, create support tickets, and apply troubleshooting techniques for swift resolution, ensuring minimal disruption to end-user operations.
• Deliver exceptional customer service, demonstrating profound technical expertise and outstanding problem-solving capabilities to address user needs.
• Regularly manage and resolve common IT issues, including maintenance of end-user devices, software troubleshooting, operating system fixes, and basic hardware problems, ensuring optimal system functionality.
• Perform routine administrative duties such as user account creation, access rights assignments, password resets, and system configuration, maintaining secure and efficient user access across various platforms.
• Provide support to end users in both English and Spanish, verbally and in writing, including walking Spanish-speaking employees through troubleshooting steps and documenting the resulting ticket accurately in English.
• Manage and maintain personal workload with diligence, ensuring tickets and tasks are regularly updated, and all troubleshooting activities and resolutions are thoroughly documented.
• Proactively communicate the status of tickets and tasks to both users and IT team members, enhancing operational efficiency and providing clear visibility to stakeholders awaiting resolution.
• Complete project-related tasks as assigned by IT management, focusing on alignment with strategic objectives.
• Skillfully manage time and prioritize tasks to ensure project workloads are completed efficiently, minimizing impact on routine responsibilities.
• Take initiative in leading individual projects as needed, demonstrating autonomy and the ability to drive tasks to completion.
• Perform other related duties as assigned

Required Skills/Abilities:

• Highly developed analytical skills, with a demonstrated ability to effectively tackle complex problems.
• Exceptional interpersonal and communication skills, demonstrated proficiency in both written and verbal interactions.
• Full professional fluency in English and Spanish, written and verbal, with the ability to explain technical concepts clearly to non-technical users in either language and to produce user-facing instructions and training material in both.
• A solid understanding of PC hardware and familiarity with Microsoft products is required, with proficiency in Google Workspace considered highly advantageous.
• A basic understanding of modern security paradigms like least privilege, zero trust, and just-in-time access is a significant plus.
• A general grasp of networking concepts, covering IP addressing, TCP/UDP ports, and subnets, along with a proven ability to troubleshoot connectivity issues, is a definite plus.
• Experience with ticketing and/or Remote Monitoring and Management (RMM) systems is a plus.
• Working knowledge of endpoint security tooling — antivirus/EDR, disk encryption, and patch management — along with standard backup and restore procedures, is a plus.
• Ability to follow established ticketing and change-management processes, documenting work accurately, consistently, and in a form other technicians can pick up.
• Strong time management and prioritization skills, with the judgment to escalate appropriately when an issue exceeds the scope of the role.
• Valid driver's license and the ability to travel between company sites as needed.
• Willingness to participate in an after-hours / on-call support rotation and to respond to urgent issues outside of normal business hours.
• Ability to work safely in and around an operating industrial facility, including full compliance with all site safety, PPE, and orientation requirements.

Supervisory Responsibilities:

• None

Education and Experience:

• Three years of technical support experience is required, with a preference for candidates adept in supporting users in a corporate environment through both face-to-face and remote interactions.
• Fluency in both English and Spanish is required. The successful candidate must be able to speak, read, and write in both languages at a professional level in order to support end users across the office, the plant, and the field.
• Experience administering user accounts, groups, and access rights in Active Directory and/or Microsoft Entra ID and Microsoft 365 is required.
• Experience imaging, configuring, and deploying end-user devices — desktops, laptops, and mobile devices — is required.
• Proficiency in diagnosing and fixing problems with PCs, laptops, and popular software applications is required.
• Demonstrated ability to adapt to new technologies and navigate through rapidly changing priorities and directions.
• Having prior experience in the refinery sector or similar fields is a major plus.
• Experience in a small, dynamic team environment, demonstrating the ability to multitask and undertake self-directed work, is a significant plus.
• A strong customer service background in a technical support context is a significant plus
• The ability to effectively handle user support remotely and manage phone-based troubleshooting is a plus.
• Relevant technology certifications are a plus.
• Experience supporting mobile devices through a mobile device management (MDM) platform such as Microsoft Intune, Jamf, or similar is a significant plus.
• Experience supporting printers, scanners, peripherals, and conference room / audiovisual equipment is a plus.
• Experience supporting VPN, remote access, and multifactor authentication (MFA) tools is a plus.
• Experience supporting plant, field, and shop-floor users — including ruggedized devices, two-way radios, and shared-use workstations — is a significant plus.
• Experience working in an environment with a defined separation between corporate IT and operational technology (OT/ICS) networks, and an understanding of why that boundary matters, is a plus.
• Experience participating in an after-hours or on-call support rotation is a plus.
• Experience maintaining IT asset inventory and tracking hardware, software, and licenses through their lifecycle is a plus.
• Experience authoring knowledge base articles, how-to guides, and end-user documentation is a plus.
• Experience supporting new-hire orientation, IT onboarding and offboarding workflows, and delivering end-user training is a plus.

Physical Requirements:

• Requires close vision (clear vision at 20 inches or less) and the ability to adjust focus
• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of standing and walking
• Must be able to pass a physical test of pushing, pulling, and lifting a minimum of 50 lbs
• Ability to perform repetitive movements over long periods of time
• Requires frequent reaching, stooping, bending, kneeling, and crouching
• Requires lifting, positioning, pushing, and/or transferring equipment and materials
• Frequent fine manipulation and simple grasping of right and left hands

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity

Grapevine Operating Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.