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Operations Support Technician--PFM (Boise#2)

Company: Leidos
Location: Meridian
Posted on: May 3, 2021

Job Description:

Description 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 . The candidate will provide detailed analysis of performance against Key Performance Indicators (KPIs), including an analysis of emerging trends at the individual team, site and Enterprise level. Primary Responsibilities

  • Provides data analysis and trending of Service Desk performance for the Enterprise
  • Analyzes trends versus best practices and historical Service Desk performance
  • Identify gaps in the proper usage of Enterprise ticket queues and workflows
  • Responsible for creation and maintenance of detailed operational reporting, deliverables on a scheduled and ad hoc basis
  • Communicates findings and assists in the development of dynamic solutions to operational challenges identified through performance analysis
  • Thorough understanding of enterprise processes and documentation requirementsBasic Qualifications
    • DoD Secret Clearance
    • HS diploma with 1-3 years of prior relevant experience
    • Flexible with work schedules
    • Excellent oral and written communication skills
    • Excellent customer service skills
    • Accuracy in data entryPreferred 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 systemExternal Referral Bonus:IneligiblePotential for Telework:NoClearance Level Required:SecretTravel:NoScheduled Weekly Hours:40Shift:DayRequisition Category:ProfessionalJob Family:SCA Computer SupportPay Range: - provided by Dice

Keywords: Leidos, Meridian , Operations Support Technician--PFM (Boise#2), Professions , Meridian, Idaho

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