IT Field Operations Technician

Pantex•Amarillo, TX

16h•Onsite

About The Position

As a Field Operations 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. Provide direct, in-person technical support to end-users, meticulously diagnosing, troubleshooting, and resolving a wide range of hardware, software, networking, and equipment issues. Aim for efficient first-contact resolution whenever feasible. Execute new equipment installations, system configurations, and maintain approved hardware and software for end-users. Conduct routine proactive service checks and preventative maintenance to ensure optimal functioning and minimize downtime of deployed assets. Serve as a primary technical contact for clients at various sites, clearly explaining complex technical issues and implemented solutions. Empower users through effective coaching on product operation, maintenance procedures, and the optimal use of IT tools and equipment. Accurately document all customer interactions, detailed troubleshooting steps, and resolutions within service management tools. Prepare comprehensive reports for management on field activities, service performance, and asset status. Promptly and effectively escalate unresolved or highly complex technical issues to appropriate higher-level support teams, ensuring swift and efficient resolution while maintaining clear communication channels. Coordinate the logistics of equipment, materials, and supplies required for field activities. Manage on-site inventory, ensuring availability and optimal utilization of resources. Specializing in mobile technology, set up, configure, and troubleshoot various mobile devices (e.g., tablets, smartphones, pagers). Provide expert AV support, including scheduling, setup, and technical assistance for conference room equipment, teleconferencing, and Microsoft Teams environments. Continuously apply and develop comprehensive knowledge of company-approved software, hardware, IT policies, and relevant procedures across diverse departments (e.g., Human Resources, Finance, Cyber Security, Technical Security) that impact the user work environment and field operations. Ensure all field activities strictly adhere to established safety protocols, industry standards, and relevant regulatory requirements, maintaining a secure and compliant operational environment. Proactively follow up with customers post-resolution to confirm satisfaction and prevent recurrence, demonstrating a commitment to end-to-end problem ownership and service excellence.

Requirements

Associate degree in related discipline: Minimum 2 years of relevant experience.
OR High school diploma: Minimum 4 years of relevant experience.
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 Code of Federal Regulations (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.

Nice To Haves

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.

Responsibilities

Provide direct, in-person technical support to end-users, meticulously diagnosing, troubleshooting, and resolving a wide range of hardware, software, networking, and equipment issues.
Execute new equipment installations, system configurations, and maintain approved hardware and software for end-users.
Conduct routine proactive service checks and preventative maintenance to ensure optimal functioning and minimize downtime of deployed assets.
Serve as a primary technical contact for clients at various sites, clearly explaining complex technical issues and implemented solutions.
Empower users through effective coaching on product operation, maintenance procedures, and the optimal use of IT tools and equipment.
Accurately document all customer interactions, detailed troubleshooting steps, and resolutions within service management tools.
Prepare comprehensive reports for management on field activities, service performance, and asset status.
Promptly and effectively escalate unresolved or highly complex technical issues to appropriate higher-level support teams, ensuring swift and efficient resolution while maintaining clear communication channels.
Coordinate the logistics of equipment, materials, and supplies required for field activities.
Manage on-site inventory, ensuring availability and optimal utilization of resources.
Specializing in mobile technology, set up, configure, and troubleshoot various mobile devices (e.g., tablets, smartphones, pagers).
Provide expert AV support, including scheduling, setup, and technical assistance for conference room equipment, teleconferencing, and Microsoft Teams environments.
Continuously apply and develop comprehensive knowledge of company-approved software, hardware, IT policies, and relevant procedures across diverse departments (e.g., Human Resources, Finance, Cyber Security, Technical Security) that impact the user work environment and field operations.
Ensure all field activities strictly adhere to established safety protocols, industry standards, and relevant regulatory requirements, maintaining a secure and compliant operational environment.
Proactively follow up with customers post-resolution to confirm satisfaction and prevent recurrence, demonstrating a commitment to end-to-end problem ownership and service excellence.