IT Hardware Manager

SAIC•Oklahoma City, OK

7h•Onsite

About The Position

SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). SAIC leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support. This role is onsite in Oklahoma City, OK. The IT Hardware Manager role includes supervising a team of IT professionals who provide hardware and software support for the FAA. Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more. The applicant will coordinate tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues. Excellent interpersonal and communication skills, both oral and written are required for customer interactions. Strong initiative, teamwork and problem solving skills are also required.

Requirements

Supervise team of IT professionals who provide hardware and software support for the FAA.
Diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.
Coordinate tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.
Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
Strong initiative, teamwork and problem solving skills are also required.

Responsibilities

Supervise a team that performs customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems.
Oversees installation and testing of equipment to ensure proper working order.
Isolates equipment start-up malfunctions and takes corrective action.
May make technical presentations and has a strong knowledge of products.
Represents the company in a management support role and is responsible for customer's satisfaction with equipment and servicing.
Use remote control tools to assist end users when needed
Oversee the build and configuration of PCs and laptops for deployment to users
Loading and configuring end user device software
Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system
Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required
Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
Act as a technical resource to others to resolve problems, errors, or other related issues
Anticipate customer needs and proactively identifies solutions
Provide feedback and insight to enable development of user training guides and videos