Service Desk Operations Specialist

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

Job summary

Leidos in Norfolk, VA is seeking an Operations Support Technician to join the Service Desk. You will act as an escalation point for Tier I/II support, resolving software, hardware and network issues to restore services and maintain SLA performance.

Responsibilities include monitoring call traffic, coordinating with network services and engineering, and generating detailed operational reports. A DoD security clearance and DoD 8570 IAT II are required, with a High School diploma and 4 years’

Qualifications

• US citizenship required.
• DoD Secret Clearance required.
• High School diploma with 4+ years' related experience.
• DoD 8570 IAT Level II Security+ or higher.
• Experience with Microsoft Windows OS (Windows 11).
• Experience with HP Service Manager or Remedy.
• Strong customer service and communication skills.
• Basic network troubleshooting.

Responsibilities

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

Skills

Customer service

Network troubleshooting

Windows 11

IT operations

Education

High School diploma

Tools

HP Service Manager

Remedy

Job description

Leidos in Norfolk, VA is seeking an Operations Support Technician to join the Service Desk. You will act as an escalation point for Tier I/II support, resolving software, hardware and network issues to restore services and maintain SLA performance.

Responsibilities include monitoring call traffic, coordinating with network services and engineering, and generating detailed operational reports. A DoD security clearance and DoD 8570 IAT II are required, with a High School diploma and 4 years’