PC Support Manager

  • SAIC,
  • Huntsville, AL
  • 4 hours ago
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SAIC
PC, Manager, IT, Customer Service, Help Desk, Windows, Adobe, Desktop, Video, Security, Project, Technician, MCP, Defense Systems
Full Time
Travel not required

Job Description

Description

DUTIES OF POSITION:
  • A PC Support Manager is responsible for performing tasks which require touching the desktop.
  • Given that this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances.
  • A PC Support Manager must possess excellent communication skills including verbal, written, and telephone etiquette.
  • Above average ability to interpret, analyze, troubleshoot and resolve technical problems.
  • Must be decisive, conscientious and interact well in a team environment or training capacity.
  • Have a strong desire to learn and be able to follow policies and procedures.
  • Must demonstrate the ability to work well with a minimal amount of supervision.
  • Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment.
  • Must provide a high level of interfacing with co- workers and communicate effectively with the clients, IT personnel and management.

Customer Service:
  • Provide direct customer service and technical support to users as required via phone, e-mail, on-line systems and in person.
  • Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment's notice, sometimes in very stressful situations
  • Serve as a liaison with organization leadership for technology-related issues, guidance and questions
  • Provide desk- side information technology support to U.S. Army war-fighter customers/users at a military installation
  • Provide professional and prompt responses to users for problem resolution, in person, verbally and in writing.
  • Must correspond professionally and promptly with co- workers and supervisors, in person, verbally and in writing
  • Must be able to interface with individuals and military/civilian professionals at all levels of the organization
  • Must have good organizational skills and be able to work independently
  • Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others

Technology:

A Help Desk Support Services Specialist's main technology emphasis should be to:
  • Configure and install PCs, network printing devices, peripherals and software, including physical attachment of equipment to network
  • Install and maintain peripheral equipment such as printers, modems, scanners, etc.
  • Familiarity and expertise in various operating systems (Windows 7, Vista, etc.)
  • Familiarity and expertise in mobile devices (blackberries, Apple IOS, Android, etc.)
  • Familiarity and expertise in business applications such as Microsoft Office and Adobe products and/or customer-defined/Army application suites.
  • Install, configure and maintain network applications and application distribution systems
  • Ensure system security in compliance with customer policy including virus protection
  • Implement and maintain network standards and guidelines
  • Utilize tools sets such as Symantec Ghost, Active Directory, Remote Desktop, etc.
  • Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.
  • Maintain skill set required to do job
  • Maintain an awareness of trends within the technology industry, researching and testing to determine how they could be implemented within the organization.
  • Perform other hardware and software tasks as assigned
  • Awareness of Army compliance requirements, such as AR 25-2, Security Technical Information Guidelines, and RMF process.
  • Update systems with IAVA updates and anti-virus updates

Leadership/Direction:
  • Activities will be directed, monitored, outlined and supervised by a Project Lead.
  • Works independently on recurring projects and assigned tasks.
  • Serves as liaison with PEO and PMO leadership.
  • Serve as liaison/coordinator for organization moves/relocations, equipment refreshes, and organization projects.
  • Assist team members with solving high-level technical issues, providing guidance and assistance as needed.
  • A PC Support Manager is responsible for training junior technicians in troubleshooting/repair/maintenance of PC hardware, troubleshooting/installing software on PCs, and use and maintenance of PC operating systems.
  • A PC Support Manager serves as a leader, providing guidance and coaching/training resources to improve customer support techniques.
  • Often they will research, administer and support new technologies in the IT arena per customer requirements.

Activities:
  • A PC Support Manager will have strong working knowledge of desktop operating systems, office applications, hardware, installation/troubleshooting and knowledge of network operating systems and hardware.
  • A PC Support Manager plans and implements projects such as migrations, upgrades, and implementation of new technologies.
  • A PC Support Manager should be able to resolve the most complicated technical issues, rarely needing advice and/or expertise from a higher-level technician.

Criticality of Attendance:
  • Consistent attendance is critical.
  • A typical work week runs from Monday-Friday and daily work hours range from 6:30 AM - 5:00 PM.
  • This will occasionally vary due to 24/7 coverage for emergencies (rare but possible) and infrequent Overtime requirements.
  • Being prompt is extremely important to provide continuous and on-going service to customers.
  • Attendance is important to maintain continuity of service.

Qualifications
REQUIRED EDUCATION AND EXPERIENCE:

Preferred education/experience
  • Seven years relevant experience OR 6 years relevant experience and an Associate's Degree in a Technical Discipline or related field.

Required training
  • CompTIA Security+ CE certificate.

Examples: MCITP (Enterprise Desktop Support Technician), A+, MCDST, MCP or HDI Desktop Support Technician

The position for which you are interviewing requires a US government security clearance and the ability to obtain unescorted access to work areas on a military installation.


My SAIC Benefits.


Company Information

Dice Id : 10111346
Position Id : 203708
Originally Posted : 2 months ago

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