Pantex Plant · 8 hours ago
End User Support - Field Support
Amarillo, TX
Full-time
Onsite
Mid, Senior Level, Lead/Staff
2+ years expPantex Plant is a key player in national security, and they are seeking a Field Support Technician to provide technical assistance and support to end-users. This role involves diagnosing and resolving IT issues, ensuring seamless operation of systems and delivering excellent customer service.
IndustrialMachinery Manufacturing
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide direct technical support to end-users through various channels, including phone, email, chat, remote connection, and in-person interactions
Diagnose, troubleshoot, and resolve a wide range of hardware, software, and connectivity issues, aiming for first-contact resolution whenever possible
Promptly escalate unresolved or complex technical issues to appropriate higher-level support teams, ensuring timely resolution
Accurately document all customer interactions, troubleshooting steps, and resolutions within service management tools
Proactively follow up with customers to confirm issue resolution and ensure satisfaction, seeing all problems and requests through to completion
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
Install, configure, and maintain approved software and hardware for end-users
Provide clear and concise coaching to end-users on the effective use of IT tools and equipment
Set up, configure, and troubleshoot various mobile devices, including tablets, smartphones, and pagers
Schedule, set up, and provide technical support for conference room equipment, including audio-visual systems, teleconferencing, and Microsoft Teams
Qualification
Required
Associate degree in related discipline with a minimum two years of relevant experience
OR Applicants without an Associate's degree may be considered based on a combination of at least 6 years of completed education and/or 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 CFR 709
Medical requirements may apply
Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation
U.S. citizenship is a requirement for security clearance applicants
All employees are subject to random selection for drug testing without advance notification
Preferred
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
Benefits
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
Comprehensive health coverage
Robust retirement planning
Opportunities for continuous learning through education reimbursement
Company
Pantex Plant
Pantex Plant is the nation's primary facility for the final assembly, dismantlement, & maintenance of nuclear weapons.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Caleb Heltenberg
Program Manager, Technology Transfer | University and Industrial Partnerships
William Lindley, SHRM-SCP
Human Resources Business Partner
Recent News
Business Standard India
2025-10-21
U.S. Department of Energy
2025-04-04
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