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.
Leidos is seeking an Operations Support Technician to support the Service Desk in Norfolk, VA. The candidate will serve as an escalation point for the Tier I and II technical Service Desk, providing software, hardware and network problem resolution for clients. Will interact with other team members, such as network services, software engineering, and applications development to restore services and identify and correct emerging issues.
Create process documents in real-time for emerging issues that 500+ service desk agents will follow
Monitor incoming Customer Contact traffic to ensure Service Desk Service Level Requirements (SLRs) are met
Proactively monitor all agents in the Call Management System
Liaises with other departments to assist in resolving outages or degradations in service
Serve as the primary point of contact for Tier 1 and Tier 2 agents to report suspected network outages
Maintain and broadcast outage information on both the phone system and the Knowledge Center
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
Thorough understanding of service desk processes and documentation requirements
Provides guidance and mentoring to launch self-serve reporting for internal customers
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
DoD Secret Clearance
HS diploma with 1-3 years of prior relevant experience
Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification
Flexible with work schedules
Excellent oral and written communication skills
Excellent customer service skills
Accuracy in data entry
General understanding of Service Desk Hierarchy
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:Ineligible
Potential for Telework:No
Clearance Level Required:Secret
Scheduled Weekly Hours:40
Job Family:SCA Technical Writing
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.