Ops Support Technician & Technical Writer - Service Desk

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

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.