Location: Amarillo, TX - Pantex Plant
Job Title: IT Field Operations Technical Lead
Career Level From: Associate
Career Level To: Senior Associate
Organization: IT Service Management (51431936)
Job Specialty: End-User-Support
What You'll Do
As the Technical Lead for Field Operations, you will drive technical excellence and operational efficiency within our field support services. This role demands advanced technical expertise, leadership in complex problem-solving, and a commitment to continuous improvement. You will empower our teams, enhance knowledge, and foster strategic partnerships to ensure exceptional Information Technology (IT) service delivery across all field-based operations.
- Serve as the go-to technical authority for user support, providing top-tier diagnosis, troubleshooting, and resolution for all complex issues, problems, and critical situations encountered in the field.
- Work closely with the Problem Manager, contributing in-depth technical information and research to facilitate rapid and effective resolution of systemic issues.
- Act as a coordinating lead for optimizing workflows, managing technical workloads, developing team skills, and facilitating critical information sharing.
- Assist in the development of high-quality training materials for field operations personnel, ensuring technical proficiency and consistent service delivery standards.
- Drive continuous improvement initiatives within field operations, with a strong focus on identifying, evaluating, and implementing automation opportunities.
- Represent IT Service Management (ITSM) as a key technical subject matter expert on IT project teams, ensuring field operational requirements and considerations are integrated into new production roll-outs.
- Build and nurture strong relationships with other technical leads across various organizational units to foster collaboration, align technical strategies, and share best practices.
- Ensure timely and proper escalation of unresolved incidents to the next level of support. Proactively follow up with customers, provide consistent feedback, and maintain end-to-end ownership of problems and requests through to resolution and verified satisfaction.
- Maintain a comprehensive understanding of company software, hardware, and relevant procedures and policies (including IT, Human Resources, Finance, Cyber Security, and Technical Security) that impact the user work environment and field operations.
Minimum Job Requirements
- Bachelor's degree in engineering/science/information technology discipline.
- OR Master's degree in engineering/science/information technology discipline.
- OR Applicants without a bachelor's degree may be considered based on a combination of at least 8 years of completed education and/or relevant experience.
Department of Energy (DOE) Order 426.2A Requirements
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. 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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