Operations Specialist

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Military Veterans Encouraged to Apply.

Job Description:

We are seeking a proactive Operations Specialist to support day-to-day IT operations and ensure efficient coordination of service delivery and technical dispatch. This role involves managing incident tickets, supporting dispatch operations, and providing tiered assistance for communication systems. The ideal candidate will possess a solid background in service desk functions, technical coordination, and enterprise communication platforms such as Avaya and Microsoft TAC.

Requirements:

• U.S. Citizenship is required
• Active Top-Secret Clearance with the capability of obtaining SCI/CI Poly
• Must be able to work onsite 5 days a week in Washington DC

Qualifications and Experience:

• Bachelor's degree in Computer and Information Science, Software Engineering, Electrical Engineering, other Engineering, Business, or related field
• 8 years of project management implementation in information systems
• Experience working with ticketing and service management tools such as JIRA and Service Manager.
• Familiarity with troubleshooting and supporting Avaya systems, including Avaya BCM and Avaya IP Office.
• Ability to interface with Microsoft Technical Assistance Center (TAC) for escalated support.
• Strong communication and coordination skills, especially in high-demand or time-sensitive environments.

Preferred Qualifications:

• Prior experience in an operations or service coordination role within a technical or telecommunications environment.
• Understanding of ITIL or service management best practices.
• Demonstrated ability to prioritize and manage multiple tasks while maintaining service quality.

Responsibilities:

• Manage and troubleshoot service tickets, ensuring timely resolution of technical issues and consistent service delivery.
• Coordinate technical dispatch operations by organizing technician assignments and prioritizing support based on service level agreements (SLAs).
• Analyze incident trends and operational workflows to develop recommendations for improved dispatch strategies and hardware utilization.
• Provide front-line service desk support to address user inquiries and basic technical issues.
• Participate in on-call rotations to support Operations & Maintenance (O&M) functions, ensuring continuous system availability.
• Offer specialized support for external dialing issues across telephony systems.

Compensation and Benefits:

At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

Veterans First Commitment:

As a Service-Disabled Veteran-Owned Small Business (SDVOSB), NDi is dedicated to hiring veterans and providing a supportive work environment that honors their service while recognizing the unique skills and experiences they bring to our organization.

Commitment to Diversity: NDi is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran or military status, citizenship, national origin, or any other basis prohibited by law in all phases of the employment process and compliance with applicable federal, state, and local laws and regulations. As a federal government contractor, NDi complies with all applicable affirmative action requirements.

Apply Now: Take advantage of this unique opportunity to join one of the fastest-growing companies in Federal contracting!