Operations Support Technician – Technical Writer

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.

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. The role involves interacting with other team members, such as network services, software engineering, and applications development, to restore services and identify and correct emerging issues.

• Monitor incoming Customer Contact traffic to ensure Service Desk Service Level Requirements (SLRs) are met.
• Proactively monitor all agents in the Call Management System.
• Liaise 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.
• Perform process analysis to identify dynamic solutions to operational challenges.
• Have a thorough understanding of service desk processes and documentation requirements.
• Provide guidance and mentoring to launch self‑serve reporting for internal customers.
• Perform 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.

• Must be a US Citizen and possess a DoD Secret Clearance.
• High school diploma with 4+ years of prior relevant experience; additional related education or certifications may be considered in lieu of experience.
• Valid DoD 8570 IAT Level II:
  Security+ or higher Certification.
• Demonstrated expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 11.
• Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software.
• Basic network troubleshooting skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.

• 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.
• Understanding of internal processes and tools.
• Knowledge of Knowledge Management Systems and appropriate documentation to the system.
• Microsoft AZ‑900 modules already completed or plan to obtain within 6‑12 months.

Pay Range: $25.00 - $28.00/hourly rate.

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.