Frontline IT Ops & Customer Relations Lead

SAIC; Fort Bragg (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

SAIC is seeking a Workload Operations Technician and Customer Relations Manager to support USARC and USAR enterprise users. Position is based at Marshall Hall, Fort Bragg, NC, requiring frontline IT troubleshooting, ticket routing, and customer relations management to enhance command-wide service coordination.

The role involves resolving issues, maintaining documentation, participating in QA/Controls, and implementing process improvements across multiple domains, with required DoD 8570 IAT-II

Qualifications

• Experience diagnosing and troubleshooting Windows OS, including Windows 11.
• Proficiency with Active Directory user and group management.
• Proficiency with Microsoft Office applications and enterprise software suites.

Responsibilities

• Provide frontline IT technical support to end users via phone, ticketing, and on-site interactions.
• Diagnose issues, perform repairs or workarounds, and route tickets per SOPs and SLAs.
• Document issues, maintain asset information, and coordinate with supervisors and support teams.
• Escalate complex problems to Tier 3 or vendor partners while keeping users informed.
• Work onsite during normal hours and assist in readiness and security-related tasks.

Skills

Microsoft OS troubleshooting

Active Directory

Microsoft Office

Education

Associate's degree

High School Diploma

Job description

SAIC is seeking a Workload Operations Technician and Customer Relations Manager to support USARC and USAR enterprise users. Position is based at Marshall Hall, Fort Bragg, NC, requiring frontline IT troubleshooting, ticket routing, and customer relations management to enhance command-wide service coordination.

The role involves resolving issues, maintaining documentation, participating in QA/Controls, and implementing process improvements across multiple domains, with required DoD 8570 IAT-II