Operations Support Technician/Technical Writer - Command and Control

Leidos•Meridian, ID

16h•$26 - $29

About The Position

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. Leidos is seeking an Operations Support Technician to support the Service Desk in Meridian, 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. What You'll Get to Do: •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.

Requirements

Must be a US Citizen and possess a DoD Secret Clearance.
HS 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.
Must demonstrated expertise in IT Enterprise Operations.
Experience with Microsoft Windows OS, version 10.
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.

Nice To Haves

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.
Microsoft AZ-900 and AZ-104 modules already completed or plan to obtain within 6-12 months.

Responsibilities

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.