Seen or not, technology connects us, integrated in what we do and how we do it. Hardware and software inarguably help us collaboratively make the mission a success. Much like plumbing pipes crisscrossing underneath the earth or power lines scratching across the sky, these crucial systems and programs require a specialized boots-on-the-ground, out-in-the-field maintenance team. Within the Pantex fence line, we have just that — our very own dedicated IT crew focused on keeping end users technologically alive and kicking. This is Plant-Side Field Support.
“We provide direct support for end users inside the plant,” Field Technician Adam Landeros said. “We install hardware and software, and we troubleshoot
issues they experience. My team’s job is to make certain our customers can do theirs.”
Given their location and customer base, the team must be mindful of the area they are working in and the equipment they are working on, which challenges standard IT operations.
“We encounter a diverse range of systems, from cutting-edge technology to specialized legacy equipment, demanding a broad and continuously updated skillset,” Field Technician Keith Hernandez said. “The critical nature of these systems means that any downtime has significant implications, placing high pressure on rapid and accurate problem resolution.”
And to fix those issues, the team’s service-with-a-smile doesn’t always follow a nine-to-five workday.
“We do have customers that work swing shift, so if an issue arises, we will schedule time to help them during their hours,” Plant Field Operations Supervisor Matt Reyna said. “Also, we hold non-traditional hours when working major projects like RSA token rollout or government-furnished phone deployment.”
As tech evolves, the field technicians must remain ahead of today’s industry changes.
“We consistently engage in formal training and pursue industry certifications, often tailored to the specialized technologies and stringent security
requirements of our environment,” Hernandez said. “Additionally, we employ vendor resources and engage in collaboration with other Pantex teams across the site to gain a holistic understanding of how technology impacts our critical mission.”
Considered a public face of the IT Service Management organization, Plant-Side Field Support creates and maintains strong relationships with end users. This customer service core is crucial in keeping us all connected in more ways than one.
“Every member of my team genuinely cares about our end users. My team strives to make a customer’s life easier by ensuring their computing experience is as seamless and efficient as possible,” Reyna said. “I’m incredibly fortunate to lead an exceptional group of individuals. They are truly an all-star team.”