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Vacancy expired!


Job Description:

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.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

Job Summary:

Leidos is seeking an Operations Support Technician to support the Service Desk in Boise, ID. The candidate will use ITSM and related Service Desk systems to ensure incidents are flowing efficiently through the proper channels. They will also monitor ticket queues against Service Level Requirements (SLRs) and proper/expected process flows.

Primary Responsibilities
  • Provides data analysis and trending of tickets for the Enterprise
  • Escalate issues to key departments as needed
  • Acts as Incident Response for issues escalated from the Enterprise
  • Monitors the Enterprise ticket queues for proper ticket flow
  • 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
  • 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

Basic Qualifications
  • DoD Secret Clearance
  • HS diploma with 1-3 years of prior relevant experience
  • Valid DoD 8570 IAT Level I certification
  • Flexible with work schedules
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Accuracy in data entry

Preferred Qualifications
  • General understanding of Service Desk Hierarchy
  • Understanding of enterprise processes and documentation requirements
  • 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

External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Secret


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:SCA Computer Support

Pay Range:

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