Workload Operations Technician and Customer Relations Manager

SAIC•Fort Bragg, NC

2d•Onsite

About The Position

SAIC is hiring a Workload Operations Technician and Customer Relations Manager to support the United States Army Reserve Command (USARC) and USAR enterprise users. The role supports USARC’s day-to-day operations and is physically located at Marshall Hall in Fort Bragg, North Carolina. It provides frontline, customer-centered IT troubleshooting, issue diagnosis, ticket resolution, ticket workflow analysis, escalation, and routing across multiple domains. The position also supports command-wide service coordination, quality assurance and control, customer satisfaction, and process improvement. The technician provides support for computer hardware, software, networks, system and application access, and telecommunications. Work includes installing, repairing, and maintaining workstations and related systems; diagnosing and resolving incidents; documenting, upgrading, and replacing hardware and software; and maintaining user network account information. The role coordinates with supervisors, colleagues, customers, command IT support, vendors, application administrators, and other specialists, and applies service-level agreements and standard operating procedures to ticket handling. The position also develops and implements quality assurance and process improvement practices, and researches, develops, implements, and trains others on SOPs, TTPs, and industry best practices. Operational requirements may require onsite work during normal business hours over weekends to support readiness. The role requires an active Secret clearance, U.S. citizenship, and DoD 8570 IAT-II certification, satisfied by CompTIA Security+ certification maintained through the Security+ CE program.

Requirements

Associate's degree and at least 3 years of experience, or a high school diploma and at least 5 years of experience; additional training, technical certification, and/or experience may substitute for a degree.
Active Secret security clearance and ability to maintain it.
U.S. citizenship.
Extensive experience troubleshooting Microsoft Windows 11, Active Directory, and Microsoft Office, both through touch labor and remotely.
Ability to work in a dynamic, mission-focused environment and non-standard hours.
DoD 8570 IAT-II certification, satisfied by CompTIA Security+ certification maintained through the CompTIA Security+ CE program.

Responsibilities

Provide initial frontline technical support to end users, including support for network services, physical devices, software systems, and asset management.
Resolve technical problems and answer customer questions by telephone or service ticket concerning computer hardware, software, networks, system and application access, and telecommunications.
Install, repair, and perform preventive maintenance on workstations and related software and hardware.
Troubleshoot software and hardware failures and restore equipment to operational status within applicable Service Level Agreement parameters.
Diagnose and analyze software and hardware incidents and requests using an IT Service Management database; resolve tickets when possible and escalate requests according to SOPs and SLA parameters.
Coordinate daily with supervisors, colleagues, and customers to manage workflows and workload in a timely and professional manner.
Route calls or support tickets to colleagues, command IT support specialists, Tier 3 support, partner vendors, application administrators, or other system support specialists as appropriate.
Alert management to recurring problems and patterns.
Document, upgrade, and replace hardware and software systems.
Support and maintain user network account information, including administration rights, security, and system groups.
Develop quality assurance and control practices and promote customer satisfaction responses and metrics.
Implement industry best practices for command-wide service coordination, quality assurance and control, process improvement, knowledge management, and lessons learned.
Research, develop, implement, and train others on SOPs, TTPs, and industry best practices to improve service coordination across the enterprise and with vendor partners, MSCs/RDs, and higher commands.