Ops & Technical Writer: IT Service Desk for Navy

Leidos Inc; Norfolk (VA); On-site; USD 37,000 - 39,000; Full time

Job summary

Leidos is seeking an Operations Support Technician to back the Navy’s Service Desk in Norfolk, VA. You will act as an escalation point for Tier 1 and II issues, delivering software, hardware, and network problem resolution while coordinating with network services, software engineering, and applications development to restore services.

The role requires US citizenship, DoD Secret clearance, a high school diploma with 4 years of related experience, and DoD 8570 IAT Level II Security+ or higher

Qualifications

• US Citizen
• DoD Secret Clearance
• High School diploma plus 4 years experience
• DoD 8570 IAT Level II: Security+ or higher
• Experience with Microsoft Windows OS (Windows 11)
• Experience with HP Service Manager or Remedy

Responsibilities

• Monitor service desk traffic to meet SLRs
• Proactively monitor all agents in the Call Management System
• Liaises with other departments to resolve outages or degradations
• Serve as the primary point of contact for Tier 1 and 2 agents to report outages
• Maintain and broadcast outage information on the phone system and Knowledge Center
• Create and maintain detailed operational reporting on a schedule or ad hoc
• Perform process analysis to identify dynamic solutions
• Understand service desk processes and documentation requirements
• Provide guidance to launch self-serve reporting for internal customers
• Support ad hoc general and project tasks for the service desk
• Collaborate with colleagues to gather and vet data for deliverables

Skills

Customer service

IT operations

Windows 11

Network troubleshooting

Education

High School diploma + 4 years experience

DoD 8570 IAT Level II: Security+ or higher

Tools

HP Service Manager

Remedy

Job description

Leidos is seeking an Operations Support Technician to back the Navy’s Service Desk in Norfolk, VA. You will act as an escalation point for Tier 1 and II issues, delivering software, hardware, and network problem resolution while coordinating with network services, software engineering, and applications development to restore services.

The role requires US citizenship, DoD Secret clearance, a high school diploma with 4 years of related experience, and DoD 8570 IAT Level II Security+ or higher