Workload Operations Technician and Customer Relations Manager

SAIC has an immediate opening for a Workload Operations Technician and Customer Relations Manager. SAIC requires a Workload Operations Technician/Customer Relations Manager to provide support for the United States Army Reserve Command (USARC) and USAR enterprise users. The Workload Operations Technician and Customer Relations Manager position provides support for day-to-day operations for USARC while physically located at Marshall Hall in Fort Bragg, NC. The ideal candidate will provide initial, frontline, and customer centered IT technical troubleshooting, issue diagnoses, and ticket resolution.  They will also provide ticket workflow analysis, follow all escalation procedures, and execute proper ticket routing. The goal is to resolve all requests initially and provide expert level routing between and within USARC and for all USARC enterprise users across multiple domains. The Workload Operations Technician and Customer Relations Manager will also provide Customer Relations Management to assist in command wide service coordination, Quality Assurance/Control, as well as identifying and implementing process improvement initiatives.

The Workload Operations Technician and Customer Relations Manager will be responsible for but not limited to the following duties: 

• Provide initial front-line technical support to end users to include interacting with network services, physical devices, software systems, and asset management to restore service and/or identify core problems. Resolves technical problems and answers queries by telephone or service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
• Provides technical support by performing installation, repair, and preventative maintenance of workstations and related software and/or hardware. Troubleshoot software and hardware failures and apply domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters. 
• Diagnoses, identifies, and analyzes software and hardware incidents and requests utilizing IT Service Management database, resolves tickets as possible, and escalates requests per SOPs and by Service Level Agreement parameters. Interact daily with supervisors, colleagues, and customers to manage workflows and workload in a timely and professional manner. 
• Operational requirements dictate being onsite during normal business hours over weekends to support readiness requirements.  May route calls and/or support ticket to colleagues, command IT support specialists, Tier 3 support, partner venders, application administrators, or other system support specialists. Alerts management to recurring problems and patterns of problems. 
• Responsible for documenting, upgrading, and replacing hardware and software systems. Support and maintain user network account information including administration rights, security and system groups. 
• Responsible for developing Quality Assurance/Controls and promoting customer satisfaction responses and metrics.  Implements industry best practices in regard to command wide service coordination, Quality Assurance/Controls, process improvement initiatives, applying Knowledge Management skills and lessons learned. 
• Responsible for researching, developing, implementing and training SOPs, TTPs, and industry best practices to improve command wide service coordination within and throughout the enterprise, with vendor partners, MSCs/RDs, and higher commands.  
   

Required Education:

• Associate's degree & 3+ years of experience OR High School Diploma and 5+ years of experience. Additional training, technical certification and/or experience may be substituted in lieu of a degree

Required Clearance:

• Must possess an active Secret security clearance with the ability to maintain; US Citizenship required.

Required Skills:

• Extensive experience with troubleshooting Microsoft OS (Windows 11), Active Directory, Microsoft Office suite via touch labor and remotely.
• Ability to work in a dynamic environment and non-standard hours, mission focused

Required Certifications:

• DoD 8570 IAT-II certification is required and satisfied by holding CompTIA Security+ certification and maintaining certification through the CompTIA Security+ CE program.