Operations Support Technician – Technical Writer

About the role

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.

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.
• 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.

Requirements

• Must be a US Citizen and possess a DoD Secret Clearance.
• HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience.
• Valid DoD 8570 IAT Level II: Security+ or higher Certification.
• Demonstrated 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.

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.

Benefits

Pay Range: $25.00 - $28.00/hourly rate. NGEN

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.

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.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).

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.