Operations Support Technician--Command & Control
Company: Leidos Holdings Inc.
Location: Norfolk
Posted on: May 3, 2021
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Job Description:
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 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. 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 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 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 External Referral Bonus: Ineligible Potential for Telework: No Clearance Level Required: Secret Travel: No Scheduled Weekly Hours: 40 Shift: Day Requisition Category: Professional Job Family: SCA Technical Writing Pay Range: 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 39,000 employees
support vital missions for government and commercial customers.
Headquartered in Reston, Virginia, Leidos reported annual revenues
of approximately $12.30 billion for the fiscal year ended January
1, 2021. 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.
Keywords: Leidos Holdings Inc., Norfolk , Operations Support Technician--Command & Control, Other , Norfolk, Virginia
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