Technical Support Specialist

ABOUT THE ROLE

We are seeking a Technical Support Specialist to join our team supporting the Pantex Plant ! This position is full-time and will be based out of Amarillo, Texas.

Responsibilities

• Demonstrate outstanding technical support and customer service to onsite and visiting executives and VIPs.
• Use knowledge of customer support processes and practices.
• Use knowledge of technical support operations, issues, and constraints.
• Work directly with VIP customers via phone, email, chat sessions, remote connection, or in person.
• Assist with onboarding VIP or executive level new hires.
• Use knowledge of the operations and processes for incident, problem and change management including escalation as needed.
• Use knowledge of procedures used for documenting and querying reported incidents, problems and changes.
• Identify possible causes of degradation of system performance or availability as well as skilled in initiation actions to mitigate this degradation.
• Use the appropriate tools for repairing software, hardware, and peripheral equipment of a system within security constraints.
• Provide efficient and effective communication with others including VIP or executive level customers.
• Monitor workload, manage time, and prioritize requests.
• Analyze and interpret customer input for expressed and implied issues.
• Accurately define incidents, problems and changes in the ticketing system.
• Follow, develop, update, and / or maintain standard operating procedures (SOPs).
• Find solutions to less common and more complex system problems including escalating problems when needed.
• Communicate effectively to different audiences at different organizational levels both written and orally.
• Listen and understand customer issue or concerns.
• Maintain a broad knowledge of company software / hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.

Requirements

About the Site

The NNSA's Pantex Plant, located in Amarillo, Texas, assembles, disassembles, tests, and evaluates nuclear weapons in support of the NNSA stockpile stewardship program while also performing research and development in conventional high explosives and serving as an interim storage site for plutonium pits removed from dismantled weapons (energy.gov).

ABOUT GEM

GEM Technologies, Inc. (GEM) is an award-winning federal contractor with more than 30 years of experience providing environmental, construction, facility management, and technical services to federal agencies, state and local governments, and commercial organizations. Founded in 1994 as a nuclear engineering firm to support federal operations in East Tennessee, GEM has since expanded into a nationwide, multi-disciplinary provider with over 270 employees and a diverse portfolio of contracts in the environmental, nuclear, and defense sectors. Some reasons to join GEM are :

COMPENSATION AND BENEFITS

GEM's offered compensation is dependent on candidates' education , qualifications , and relevant years of experience . To recruit and retain our exceptional staff, we offer the opportunity to elect benefit packages that best suit our employee's needs; this includes, but is not limited to, a competitive Salary, Medical, Dental and Vision Insurance (including HSA & PPO options), Paid Time Off (PTO), Paid Holidays, Life Insurance, and a matching 401(k) Retirement Plan.

Please Note : With the exception of mandated state requirements, GEM does not publish salary information on external job boards; as such, most ranges listed are estimates made by vendors and not actual salary ranges.

EQUAL OPPORTUNITY EMPLOYER

GEM Technologies, Inc. is an Equal Opportunity / Affirmative Action Employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity / expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.