Leidos - Norfolk, VA
posted 5 months ago
Leidos is seeking an Operations Support Technician to support the Service Desk in Norfolk, VA. This role is critical in ensuring that the Service Desk meets its Service Level Requirements (SLRs) by monitoring customer traffic and proactively overseeing all agents in the Call Management System. The Operations Support Technician will serve as an escalation point for Tier I and II technical Service Desk agents, providing essential software, hardware, and network problem resolution for clients. This position requires close interaction with other team members, including network services, software engineering, and applications development, to restore services and identify and correct emerging issues. In this role, the technician will be responsible for maintaining and broadcasting outage information on both the phone system and the Knowledge Center. They will also create and maintain detailed operational reporting, which will be delivered on a scheduled and ad hoc basis. The technician will perform process analysis to identify dynamic solutions to operational challenges and will provide guidance and mentoring to launch self-serve reporting for internal customers. Additionally, the technician will collaborate with colleagues and other work groups to gather and vet data to ensure the accuracy of deliverables. The ideal candidate will have a thorough understanding of service desk processes and documentation requirements, as well as the ability to perform ad hoc general and project-specific tasks involved in the support of the service desk. This position is essential for ensuring that the Service Desk operates efficiently and effectively, contributing to the overall success of the Navy-Marine Corps Intranet project.