Job Summary

Support the daily area operation by assisting both office and field personnel with troubleshooting activities associated with some of the newer technologies introduced as part of projects such as CAD and FLAME. Facilitate and direct data cleanup efforts within the operating area. Work with I/S to report, track, and resolve problems to reduce or eliminate system downtime, thereby improving productivity. Assist the OSS department as an advanced user on office automation tools such as Pennsylvania One Call and other mainframe-based tools. Support the maintenance and use of Mobile Data Terminals with both hardware and software. Provide field user support and training for the use of the MDT and associated hardware and software. Travel to various operating areas to provide support for the users and the hardware/software. Participate in on-call 24/7 support rotation.

Duties and Responsibilities

• Troubleshoot and support hardware and system software for the following field applications: MapFrame, CAD, AirWatch, SCCM, Franson Gate, Java, Netmotion Locality, Netmotion Mobility, Image Control, MyWorld, Utilisphere, FieldGlass, Sierra Wireless/Novatel, and Windows operating system. Also support of field hardware which includes: mobile data terminal, vehicle wiring, vehicle mount, and GOBI wireless cards. Coordinate vehicle hardware installation with internal resources, contractors, and vendors. Work directly with I/S personnel to identify, report, and diagnose problems and subsequently implement identified fixes. Provide end-to-end user training including documentation, individual and class based training, and follow-up training and support for field users. Be the primary liaison between area field operations (internal and contractor) and I/S for all technical issues. Periodic field unit audits which require weekend work.
• Provide support for office personnel to facilitate the use of the following applications: PA1-Call (SIAS), DOJM, R2, FieldGlass Service Web App, Valve Web App, Leak Web App, Documentum, Design Manager, and other operations systems. Also assist I/S and the HelpDesk with troubleshooting for office hardware such as printers, copiers, and software questions.
• Provide guidance and support for the data cleanup efforts, including delegation of tasks within the OSS clerical group and field personnel (as needed). Identifying and rectifying other data-related problems.
• Assist in the testing and deployment of various applications that are deployed. This includes new applications as well as system enhancements and upgrades to current applications. Conduct individual and group training of field, office, and contractor resources to support these projects.
• Manage and assist with various projects throughout the year.
• After hours 24/7 phone support for the field techs on rotation with the department.

Knowledge, Skills and Abilities

• Advanced knowledge of personal computer hardware and the Windows operating system is a must. Area operating knowledge and FLAME applications is desired. Strict adherence to corporate policies with respect to computer use, the installation and use of unauthorized software and software licensing is mandatory. Such policies will be dictated by the I/S department.
• Excellent communications skills, both written and oral are essential. Interpersonal skills are required. Organizational and decision-making skills and computer proficiency are a must.

• Individual must understand details behind how UGI operates in the areas. At this time, each area uses different sets of applications and business processes that the individual must be familiar with to support the field applications. The individual must also have an advanced knowledge of computer systems and be able to relate this knowledge operationally. Strict adherence to corporate policies with respect to computer use, the installation and use of unauthorized software and software licensing is mandatory. Such policies will be dictated by the I/S department.

Education and Experience

• A four year degree in a business field or computer science is preferred; however, a two year computer science degree is acceptable. Area operations experience is desired, but not required.