Operations Center Specialist

Leidos•Atlanta, GA

7d•$45,500 - $82,250•Onsite

About The Position

Leidos’ Strategic National Stockpile (SNS) is hiring an Operations Center Specialist in Atlanta, Georgia. The position provides quality control and operations support to help maintain the SNS national stockpiled inventory and ensure it is ready for deployment in emergencies. The Operations Center supports a 24/7 emergency response mission. The Specialist supports communications among the SNS, supported Centers, Institutes and Offices (CIOs), external agencies, health officials, and the public. Duties include logging and reviewing communications, monitoring mailboxes and public media, preparing draft reports and notifications for Government review, and operating applications and remote monitoring devices under established procedures and Government direction. Alerts may only be initiated with written or recorded authorization from designated Government officials and in accordance with escalation protocols. This is a full-time, onsite position in Atlanta, Georgia; remote work is not available. Applicants must be U.S. citizens or Green Card holders and able to obtain and maintain a Public Trust clearance. The schedule includes some rotating weekends, with day or night shifts available. The position also requires 24/7 on-call availability, the ability to respond to mission alerts within 15 minutes, and the ability to report to a designated location within 90 minutes.

Requirements

Bachelor’s degree and 2 years of relevant experience; a high school diploma and 6 years of experience may be accepted in lieu of a degree.
Experience in a call center, operations center, service desk, dispatch center, help desk, or comparable customer service environment.
Experience handling high volumes of incoming calls, service requests, incident reports, or customer inquiries.
Experience documenting, tracking, and escalating customer issues, incidents, or service requests.
Proficiency using Microsoft Office.
Ability to work some weekends on a rotating schedule.
Ability to be on call 24 hours a day, 7 days a week, respond to mission alerts within 15 minutes, and report to a designated location within 90 minutes.
Must carry a cell phone at all times.
Ability to lift up to 50 pounds.
Must be a U.S. citizen or Green Card holder and able to obtain and maintain a Public Trust clearance.

Nice To Haves

Experience similar to that of a 911 operator or switchboard operator.
Experience supporting a 24/7 operations center or mission-critical environment.
Experience with incident management, emergency response coordination, or operational reporting.
Experience preparing incident logs, status reports, operational summaries, and shift handoff documentation.

Responsibilities

Provide call center and operations support for communications among the SNS, supported Centers, Institutes and Offices (CIOs), external agencies, health officials, and the public.
Coordinate with other SNS Operations Center functions, including the public response hotline and clinician information line.
Review and document incoming communications, and prepare draft reports and notification emails for Government review and approval.
Track and log incoming calls, faxes, and emails to the OPS CTR REPORT mailbox using established logs and the SNS call log system.
Monitor designated electronic mailboxes and notify appropriate Government personnel about items requiring follow-up.
Monitor publicly available news broadcasts and media sources and summarize relevant developments for designated Government personnel.
Operate OPS application systems and remote monitoring devices according to established procedures and Government direction.
Initiate alert and notification processes only when authorized by designated Government officials.
Route operational communications to appropriate Government personnel according to established escalation protocols.
Provide callers with information about publicly available SNS programs and services, and refer inquiries to appropriate Government personnel.