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End User Support - PAC Field Support - Part Time

Amarillo, United States

Location: Downtown PAC
Job Title: End User Support - PAC Field Support - Part Time
Career Level From: Entry Staff Member
Career Level To: Intermediate Staff Member
Organization: Plant Field Operations (51369678)
Job Specialty: End-User-Support

What You'll 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
OR four or more years of relevant education, training, and/or progressive experience may be considered to satisfy educational requirements for this posting

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.

Why Pantex?

You get #morethanajob. We encourage employees to achieve a healthy personal balance among home, work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek, while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors, so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan, prescription drug plan, vision plan, dental plan, employer matched 401(k) savings plan, disability coverage, education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership? Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace, at Pantex you can build a career that lasts a lifetime.

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 10CFR 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 being randomly selected 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.

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