IT Hardware Manager - Military veterans preferred

IT Hardware Manager (OKC)

·       Supervise team of IT professionals who provide hardware and software support for the FAA.

·       Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.

·       Applicant will coordinate tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues. 

·       Excellent interpersonal and communication skills, both oral and written are required for customer interactions.

·       Strong initiative, teamwork and problem solving skills are also required.

PRIMARY RESPONSIBILITIES:

·       Supervise a team that performs customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems. 

·       Oversees installation and testing of equipment to ensure proper working order. 

·       Isolates equipment start-up malfunctions and takes corrective action. 

·       May make technical presentations and has a strong knowledge of products. 

·       Represents the company in a management support role and is responsible for customer's satisfaction with equipment and servicing.

·       Use remote control tools to assist end users when needed

·       Oversee the build and configuration of PCs and laptops for deployment to users

·       Loading and configuring end user device software

·       Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system

·       Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required

·       Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues

·       Act as a technical resource to others to resolve problems, errors, or other related issues

·       Anticipate customer needs and proactively identifies solutions

·       Provide feedback and insight to enable development of user training guides and videos

EDUCATION AND EXPERIENCE: 

·       Associate’s Degree in related discipline and five (5) years related experience; Or High School diploma and eight (8) years equivalent experience performing in a technical support management role

·       Prior Help Desk Support / Desktop Support experience

·       Windows 10 experience

·       The ability to work independently with minimal supervision and professionally represent the program

·       Highly motivated individual willing to learn and apply new concepts, tools, and software

·       Good verbal and written communication skills, especially with other organizations

·       Initiative

·       Good problem solving and troubleshooting skills

·       Ability to work effectively in a team setting

CLEARANCE:

·       Must be a US Citizen and have the ability to obtain a Public Trust clearance

DESIRED SKILLS:

·       A+, or other technical certification

·       Customer friendly attitude is a must

·       Ability to work independently, or as part of a team