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Field Systems Support Spec II


Middletown, PA, US

Company:  UGI Utilities, Inc
Remote Options: 

UGI Utilities, Inc. is a natural gas and electric utility company committed to delivering reliable, safe and affordable energy to our 700,000 customers in 45 counties in Pennsylvania and 1 county in Maryland. We pride ourselves on being a responsive, engaging energy company.  The foundation of our success lies in the strength of our 1,700 plus employees who strive to exceed the expectations of our customers and the communities we serve every day.

We offer comprehensive benefits, some of which are:

  • medical, prescription, dental, vision, life insurance
  • disability plans
  • 401(k) matched savings plan
  • paid vacation
  • company stock purchase program
  • wellness programs
  • tuition reimbursement
  • paid parental leave
  • paid volunteer time
  • adoption assistance

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 desirable as well.
  • Area operations experience is desired, but not required.

UGI Utilities, Inc. is an Equal Opportunity and Affirmative Action Employer.  As such, the Company abides by the requirements of the Executive Order 11246, 41 CFR 60-741.5(a), and 41 CFR 60-300.5(a).  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies. As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

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