Operations Support Technician - Technical Writer - Command and Control

Koitecc Solutions; Norfolk, Northern (VA, KY); Hybrid; USD 37,000 - 44,000; Full time

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 Tier I and II technical issues, providing software, hardware and network problem resolution for clients.

You will interact with network services, software engineering, and applications development to restore services, identify outages, and maintain detailed operational reporting.

Qualifications

• US Citizen required.
• DoD Secret Clearance.
• High School diploma plus 4 years of related experience; higher education may substitute.
• DoD 8570 IAT Level II certification (Security+ or higher).
• Experience with Microsoft Windows OS.

Responsibilities

• Monitor incoming Service Desk traffic to meet SLAs.
• Proactively monitor Call Management System agents.
• Liaise with other departments to resolve outages or degradations.
• Serve as primary point of contact for Tier 1 and 2 issues.
• Maintain outage information on phone system and Knowledge Center.
• Create and maintain detailed operational reporting.

Skills

Customer service

Communication

IT operations

Team collaboration

Education

High School diploma

4+ years of experience

DoD 8570 IAT Level II: Security+

Tools

HP Service Manager

Remedy

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.

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

• 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

Basic Qualifications

• US Citizen
• DoD Secret Clearance
• High School diploma and 4 years of experience, additional related education or certifications may be considered in lieu of experience
• Valid DoD 8570 IAT Level II: Security+ or higher Certification (6 month waiver may be possible)
• Must demonstrate 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

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
• 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

$27-8/hr.

NGEN

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We are already at step 30 - and moving faster than anyone else dares.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. 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 at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

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.