Service Desk Operations Specialist (Escalations)

Leidos LLC; Norfolk (VA); On-site; USD 56,000 - 58,000; 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, delivering software, hardware and network problem resolution for clients.

You will collaborate with network services, software engineering and applications development to restore services and identify emerging issues, while providing excellent customer service and clear written communication.

Qualifications

• High School diploma or equivalent with 4 years of related experience.
• DoD 8570 IAT Level II: Security+ or higher certification preferred.
• Experience with IT Enterprise Operations and service desk tools.

Responsibilities

• Monitor incoming customer contacts to ensure Service Desk SLAs.
• Proactively monitor all agents in the Call Management System.
• Liaise with other departments to resolve outages or degradations.
• Serve as primary contact for Tier 1/2 to report outages.
• Maintain and broadcast outage information on phone and Knowledge Center.
• Create and maintain detailed operational reporting.
• Perform process analysis to identify dynamic solutions for operations.
• Understand service desk processes and documentation requirements.
• Mentor others to enable self-serve reporting for internal customers.
• Perform ad hoc general and project tasks in support of the service desk.
• Collaborate with teams to gather and vet data for deliverables.

Skills

Service Desk

Windows 11

Remedy/HP Service Manager

DoD Security Clearance

Customer Service

Education

High School Diploma

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, delivering software, hardware and network problem resolution for clients.

You will collaborate with network services, software engineering and applications development to restore services and identify emerging issues, while providing excellent customer service and clear written communication.