Operations Support Technician--ETM (Boise#4)

Description

Job Description:

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.  

Job Summary:

Leidos is seeking an Operations Support Technician to support the Service Desk in Boise, ID. The candidate will use ITSM and related Service Desk systems to ensure incidents are flowing efficiently through the proper channels.  They will also monitor ticket queues against Service Level Requirements (SLRs) and proper/expected process flows.

Primary Responsibilities

• Provides data analysis and trending of tickets for the Enterprise

• Escalate issues to key departments as needed

• Acts as Incident Response for issues escalated from the Enterprise 

• Monitors the Enterprise ticket queues for proper ticket flow

• Responsible for creation and maintenance of detailed operational reporting, deliverable on a scheduled and ad hoc basis

• Performs process analysis to identify dynamic solutions to operational challenges

• Responsible for performing ad hoc general and project-specific tasks involved in the support of the Service Desk

• Collaborate with colleagues and other work groups to gather and vet data to ensure accuracy of deliverables

Basic Qualifications

• US Citizen

• DoD Secret Clearance

• HS diploma with 1-3 years of prior relevant experience

• Valid DoD 8570 IAT Level I certification

• Flexible with work schedules

• Excellent oral and written communication skills

• Excellent customer service skills

• Accuracy in data entry

Preferred Qualifications

• General understanding of Service Desk Hierarchy

• Understanding of enterprise processes and documentation requirements

• Familiarity with computer technology

• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems

• Understands internal processes and tools

• Knowledge of Knowledge Management Systems and appropriate documentation to the system

External Referral Bonus:

Potential for Telework:

Clearance Level Required:

Travel:

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About Leidos

Leidos is a Fortune 500^® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.