Operations Support Technician--Command & Control

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 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.

Primary Responsibilities

• 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

Basic Qualifications

• US Citizen

• 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

Preferred Qualifications

• 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:

Potential for Telework:

Clearance Level Required:

Travel:

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About Leidos

Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.  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

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.