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 its enterprise users. The role supports day-to-day USARC operations and is physically located at Marshall Hall in Fort Bragg, North Carolina. It provides frontline, customer-centered IT troubleshooting, issue diagnosis, ticket resolution, workflow analysis, escalation, and ticket routing. The position aims to resolve requests at the initial point of contact and route issues effectively across USARC and its enterprise users and domains. The role also supports command-wide service coordination, quality assurance and control, customer satisfaction, and process improvement. The position requires onsite work during normal business hours over weekends when operational requirements call for it, in support of readiness requirements. The successful candidate must be able to work in a dynamic, mission-focused environment and non-standard hours.

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 be substituted in lieu of a degree.
Must possess an active Secret security clearance and be able to maintain it.
U.S. citizenship required.
Extensive experience troubleshooting Microsoft Windows 11, Active Directory, and Microsoft Office 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 holding CompTIA Security+ and maintaining certification through the CompTIA Security+ CE program.

Responsibilities

Provide initial frontline technical support to end users, including working with network services, physical devices, software systems, and asset management to restore service or identify core problems.
Resolve technical problems and answer queries by telephone or service ticket concerning computer hardware, software, networks, system and application access, and telecommunications systems.
Install, repair, and perform preventative maintenance on workstations and related software and hardware.
Troubleshoot software and hardware failures and use domain-specific knowledge to return equipment to operational status within Service Level Agreement parameters.
Diagnose, identify, and analyze software and hardware incidents and requests using the IT Service Management database; resolve tickets where possible and escalate requests according to SOPs and SLA parameters.
Manage workflows and workload promptly and professionally through daily interaction with supervisors, colleagues, and customers.
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 problem 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.
Apply industry best practices, Knowledge Management skills, and lessons learned to command-wide service coordination, quality assurance and control, and process improvement initiatives.
Research, develop, implement, and train staff on SOPs, TTPs, and industry best practices to improve service coordination across the enterprise, vendor partners, MSCs/RDs, and higher commands.