Service Desk RDM Tier 2 Support Technician

Description

Join Leidos, where we empower innovative solutions through a team of dedicated professionals who prioritize customer success. At Leidos, we create opportunities for our workforce, contribute to community growth, and pursue sustainable practices. Our Mission, Vision, and Values are integral to our operations.

The SMIT Service Desk RDM Team is seeking an experienced Technician to provide exceptional Tier I and II support in our Norfolk, VA office. In this role, you will be responsible for resolving technical issues related to software, hardware, and networks, guiding our users through solutions, and assisting with inquiries related to our diverse range of products and services.

Pay Range: $25 - $28

Primary Responsibilities:

• Utilize automated systems to analyze routine technical situations.
• Review and prioritize incoming requests, managing time efficiently.
• Independently resolve issues or collaborate with colleagues for solutions, escalating to higher tiers when necessary.
• Provide support by addressing user inquiries and delivering training on available databases.
• Instruct users on effectively utilizing PCs and networks.
• Apply critical thinking to comprehend complex systems swiftly.
• Manage multiple tasks simultaneously in a fast-paced environment.
• Engage with personnel at all organizational levels.
• Enhance peer mentoring skills to support team growth.
• Deliver outstanding phone and email support through strong verbal and written communication.

Basic Qualifications

• High school diploma or equivalent, with 1-3 years of relevant experience or a combination of education and experience.
• At least 6 months of service desk experience with NMCI.
• Not currently on a Performance Improvement Plan or Attendance Warning.
• 8570 certification - CompTIA Security +CE.
• Three or more months experience in supporting NNPI and/or SIPR in a Tier 1 role.
• Ability to achieve Flank Speed Tier 1.5 qualification within 30 days.
• Exceptional verbal and written communication skills.
• Proficient with Microsoft PowerShell.
• Strong analytical and problem-solving capabilities.
• Advanced understanding of computer and networking technologies.
• Skilled in documenting issues, troubleshooting steps, and implemented resolutions.
• Familiarity with NMCI structure, processes, and tools.
• Experience with HPSM ticketing and Knowledge Management System.
• Must be a U.S. Citizen.
• Willingness to work assigned shifts, including nights and weekends.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business, or a related IT field, or equivalent work experience along with 2 years in NMCI Service Desk.
• Less than four attendance occurrences over a rolling 90-day period.
• Demonstrated strong metrics in PAR and AHT.
• A proactive learner who seeks to drive their own growth and career development.

At Leidos, we seek dynamic individuals—those who challenge the status quo and strive for continuous improvement. If you're always looking for the next challenge and align with our mission, we want to hear from you.

This position is based in Norfolk, VA.