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.
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.
What You'll Get to Do:
•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:
•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.
•Must demonstrated expertise in IT Enterprise Operations.
•Experience with Microsoft Windows OS, version 10.
•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.
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.
•Microsoft AZ-900 and AZ-104 modules already completed or plan to obtain within 6-12 months.
Pay Range: $26.00 - $29.00/hourly rate.
NGEN
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
April 2, 2026
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range -
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 48,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.
Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®.
Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos.
Your most important work is ahead, visit careers.leidos.com for our latest opportunities.
