Operations Support Technician – Technical Writer - Command and Control

Operations Support TechnicianNGEN 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.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 ResponsibilitiesMonitor incoming Customer Contact traffic to ensure Service Desk Service Level Requirements (SLRs) are metProactively monitor all agents in the Call Management SystemLiaises with other departments to assist in resolving outages or degradations in serviceServe as the primary point of contact for Tier 1 and Tier 2 agents to report suspected network outagesMaintain and broadcast outage information on both the phone system and the Knowledge CenterResponsible for creation and maintenance of detailed operational reporting, deliverable on a scheduled and ad hoc basisPerforms process analysis to identify dynamic solutions to operational challengesThorough understanding of service desk processes and documentation requirementsProvides guidance and mentoring to launch self-serve reporting for internal customersResponsible for performing ad hoc general and project-specific tasks involved in the support of the service deskCollaborate with colleagues and other work groups to gather and vet data to ensure accuracy of deliverablesBasic QualificationsUS CitizenDoD Secret ClearanceHigh School diploma and 4 years of experience, additional related education or certifications may be considered in lieu of experienceValid DoD 8570 IAT Level II: Security+ or higher Certification (6 month waiver may be possible)Must demonstrate expertise in IT Enterprise OperationsExperience with Microsoft Windows OS, version 11Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management softwareBasic network troubleshooting skillsExcellent customer service skillsExcellent oral and written communication skillsPreferred QualificationsGeneral understanding of Service Desk HierarchyFamiliarity with computer technologyKnowledgeable in call routing and case management processes as well as case logging systems and obligation systemsUnderstands internal processes and toolsKnowledge of Knowledge Management Systems and appropriate documentation to the systemMicrosoft AZ-900 modules already completed or plan to obtain within 6-12 monthsPay Range: $27-8/hr.The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.