FGB'ers gave this company a 4.2/5 in overall job satisfaction
FGB’ers working at Leidos rated their manager’s support a 4.5/5
Our Women’s Network is one of nine employee resources groups that provides support for onboarding, networking & professional development.
Leidos offers programs to help employees prepare for over 95 industry-standard professional and technical certifications.
Leidos offers a voluntary well–being benefit program to help support employees on their personal wellness journey and earn rewards.
More 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.
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.
What You'll Get to Do:
Leidos is seeking an Operations Support Technician to support the Service Desk in Meridian, ID. The candidate will serve as an escalation point for the Tier I and II technical Service Desk, providing software, hardware and network problem resolution for clients. Will interact with other team members, such as network services, software engineering, and applications development to restore services and identify and correct emerging issues.
•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.
•Thorough understanding of service desk processes and documentation requirements.
•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.
You'll Bring These Qualifications:
•DoD Secret Clearance.
•HS diploma with 1-3 years of prior relevant experience.
•Valid DoD 8570 IAT Level II: Security+ CE or higher certification.
•Flexible with work schedules.
•Excellent oral and written communication skills.
•Excellent customer service skills.
•Accuracy in data entry.
These Qualifications Would be Nice to Have:
•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.
Pay Range - -
Backup child care
Unconscious bias training
Remote work policy
Part time policy
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021.