IT Service Desk Technician

Location: Amarillo, TX \- Pantex Plant

Job Title: IT Service Desk Technician

Career Level From: Intermediate Staff Member

Career Level To: Staff Member

Organization: IT Service Operations (51130474\)

Job Specialty: End\-User\-Support

What You'll Do

• ------------------

As a Service Desk Technician, you will be the crucial first point of contact for our end\-users, providing comprehensive technical assistance and support to ensure the smooth operation of their Information Technology (IT) systems and applications. This role is fundamental in delivering exceptional customer service and efficiently resolving technical issues, primarily through remote support channels and direct user interaction.

• Deliver comprehensive IT support to all end\-users.
• Manage incoming IT inquiries across various channels, including phone and self\-service portals.
• Document essential information within tickets to facilitate seamless escalation to higher\-tier support teams.
• Perform initial triage and effective troubleshooting of reported issues.
• Administer user accounts, including password resets and account unlocks.
• Provide support for desktop software applications, including installation and basic assistance.
• Resolve technical issues with a focus on First Call Resolution (FCR) or escalate to appropriate support groups as needed.
• Utilize remote access tools to diagnose and resolve end\-user desktop issues.
• Serve as the primary point of contact for customers, providing regular status updates and guiding tickets to resolution.
• Educate users on preventative measures and best practices to minimize recurring technical problems.
• Offer technical assistance to users with diverse levels of technical proficiency.
• Generate detailed diagnostic summaries for escalated tickets to aid subsequent support tiers.
• Record thorough diagnostic information and troubleshooting steps within tickets.
• Collaborate with management to ensure timely resolution of complex problems.
• Apply metrics and data analytics to enhance operational efficiency and address systemic issues.
• Demonstrate exceptional communication skills, both written and verbal.
• Maintain a professional demeanor, exercising courtesy, tact, and discretion in all customer interactions.
• Thrive in a dynamic, fast\-paced environment, adept at rapidly re\-prioritizing tasks for emergent issues.
• Possess strong independent troubleshooting abilities and innovative problem\-solving skills across diverse platforms.

Minimum Job Requirements

• ----------------------------
• Associate degree in related discipline with a minimum 2 years of relevant experience. Typical relevant experience 4–6 years.
• OR High school diploma with a minimum 4 years of relevant experience.

Department of Energy (DOE) Order 426\.2A Requirements

• ---------------------------------------------------------
• Not Applicable

Preferred Job Requirements

• ------------------------------
• Ability to convey information accurately and effectively in both written and oral form
• Effective time management skills to handle multiple incident tickets at once
• Experience with Call Center/Help Desk Management
• Strong interpersonal skills
• Understanding of IT Service Management processes
• Experience with and working knowledge of ServiceNow

\#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 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.