End User Support Field Support
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Job Location:
Amarillo, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: Amarillo TX - Pantex Plant
Job Title: End User Support - Field Support
Career Level From: Intermediate Staff Member
Career Level To: Staff Member
Organization: Plant Field Operations ()
Job Specialty: End-User-Support
What Youll Do
As a Field Support Technician you will provide comprehensive technical assistance and support to end-users ensuring seamless operation of Information Technology (IT) systems and equipment. This role is critical in delivering excellent customer service and resolving technical issues efficiently both remotely and on-site.
- Customer Interaction: Provide direct technical support to end-users through various channels including phone email chat remote connection and in-person interactions.
- Issue Resolution: Diagnose troubleshoot and resolve a wide range of hardware software and connectivity issues aiming for first-contact resolution whenever possible.
- Escalation Management: Promptly escalate unresolved or complex technical issues to appropriate higher-level support teams ensuring timely resolution.
- Documentation: Accurately document all customer interactions troubleshooting steps and resolutions within service management tools.
- Follow-Up & Closure: Proactively follow up with customers to confirm issue resolution and ensure satisfaction seeing all problems and requests through to completion.
- Knowledge Application & Development: Maintain and apply comprehensive knowledge of company-approved software hardware IT policies and relevant procedures across various departments (e.g. Human Resources Finance Cyber Security Technical Security) that impact the user work environment.
- System Configuration & Installation: Install configure and maintain approved software and hardware for end-users.
- User Empowerment: Provide clear and concise coaching to end-users on the effective use of IT tools and equipment.
- Mobile Device Management: Set up configure and troubleshoot various mobile devices including tablets smartphones and pagers.
- Audio/Visual Support: Schedule set up and provide technical support for conference room equipment including audio-visual systems teleconferencing and Microsoft Teams.
What You Can Expect
- Meaningful work and unique opportunities to support missions vital to national and global security
- Top-notch dedicated colleagues
- Generous pay and benefits with a stable organization
- Career advancement and professional development programs
- Work-life balance fostered through flexible work options and wellness initiatives
Minimum Job Requirements
- Associate degree in related discipline with a minimum two years of relevant experience
- OR Applicants without an Associates degree may be considered based on a combination of at least 6 years of completed education and/or relevant experience.
Department of Energy (DOE) Order 426.2A Requirements
- Not applicable
Preferred Job Requirements
- Strong technical aptitude with proven problem-solving skills in diagnosing and resolving IT issues.
- Excellent customer service orientation and interpersonal communication skills with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in utilizing service management tools.
- Knowledge of common operating systems network concepts and peripheral devices.
- Ability to research and apply technical information from various sources (e.g. internal knowledge base vendor documentation online resources).
- Proficiency with ServiceNow for incident management.
- Adept at working in a technically demanding and rapid-pace environment.
#JointheMission: Your Impact Starts Here
At Pantex you wont just find a jobyoull discover a career of purpose safeguarding national security through work performed nowhere else on Earth. We empower dedicated innovative individuals like you to achieve their greatest impact surrounded by exceptional talent and limitless opportunities for professional growth.
When you #JointheMission you choose a lifetime career where your commitment is genuinely valued and rewarded. At Pantex we believe that extraordinary talent thrives when supported by a balanced life. Discover the flexibility that empowers you to excel coupled with a benefits package designed for your total peace of mind from comprehensive health coverage and robust retirement planning to opportunities for continuous learning through education reimbursement.
Notes
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted i.e. Senior Associate to Senior Specialist internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP). If HRP is required candidate must complete a counterintelligence-scope polygraph pursuant to 10 CFR 709. Medical requirements may apply.
Pantex is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical drug screening and background investigation. As an employee you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to random selection for drug testing without advance notification.
Pantex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color sex age religion national origin ancestry genetic information disability or veteran status.
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
