IT Field Operations Technician

Pantex Plant; Amarillo (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Pantex Plant is seeking an IT Field Operations Technician to deliver on-site and remote IT support for end-users, covering hardware, software, networking, and AV systems. You will install, configure, and maintain equipment, document resolutions, and escalate complex issues while ensuring customer satisfaction.

You will regularly interact with multiple sites, manage field assets, and apply knowledge of company IT policies to safeguard operations and safety standards.

Qualifications

• Associate degree in related discipline with 2+ years of relevant experience or High school diploma with 4+ years of relevant experience.
• Experience diagnosing and resolving IT issues across hardware, software, networking, and peripherals.
• Proficiency with service management tools and documenting interactions.

Responsibilities

• Provide direct in-person technical support to end-users, diagnosing and resolving hardware, software, networking, and equipment issues.
• Install new equipment, configure systems, and perform preventative maintenance to minimize downtime.
• Explain technical issues to non-technical users and coach on IT tool usage.

Skills

End-User Support

Customer service

Service management tools

Microsoft Teams

ServiceNow

Operating systems & networks

Technical documentation

Independent work

Education

Associate degree in related discipline

High school diploma

Tools

ServiceNow

Microsoft Teams

Job description

Location: Amarillo, TX - Pantex Plant

Job Title: IT Field Operations Technician

Career Level From: Intermediate Staff Member

Career Level To: Staff Member

Organization: JCDC Field Operations (50214384)

Job Specialty: End-User-Support

What You'll Do

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 elevate 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.

Minimum Job Requirements

• Associate degree in related discipline: Minimum 2 years of relevant experience. Typical relevant experience 4-6 years.
• OR High school diploma: Minimum 4 years of 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 won't just find a job-you’ll 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 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.

Pantex is an equal opportunity employer, and does not tolerate discrimination in the terms and conditions of employment on the basis of race, color, sex, sexual orientation, pregnancy, age, religion, national origin, ancestry, genetic information, disability, veteran status, or other characteristic protected by law. Such terms and conditions of employment include, but are not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Pantex takes affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans; including disabled veterans, recently separated veterans, active-duty wartime, or campaign badge veterans, and Armed Forces service medal veterans. All employment decisions are based on business needs, job requirements, and individual qualifications.