Description The SMIT Service Desk RDM Team is seeking an experienced technician to join our dedicated team. This role involves providing Tier I and II technical support for software, hardware, and network issues. As a valued member of our team, you'll help clients by diagnosing problems and guiding them through step-by-step solutions, ensuring effective resolution of both first and second-tier technical support challenges.
Pay: $26-$28/ hour. The offer is dependent on the exact position hired against.
Primary Responsibilities: - Utilize automated information systems to analyze routine situations efficiently.
- Manage incoming requests, both verbal and computer-generated, by sorting, coding, and prioritizing tasks effectively.
- Resolve issues independently or collaborate with teammates, escalating to next-tier support when necessary.
- Assist users by fulfilling information requests and providing training on various databases.
- Instruct users on the use of PCs and networks.
- Apply critical thinking to quickly comprehend complex systems.
- Handle multiple tasks simultaneously in a fast-paced environment.
- Interact with individuals at all levels of the organization.
- Develop and enhance peer mentoring skills.
- Exhibit excellent phone and email support with strong verbal and written communication skills.
Basic Qualifications: - A high school diploma or equivalent with a minimum of 1 year of relevant general experience, or a combination of experience and higher education.
- At least 6 months of experience with the NMCI Service Desk.
- Applicants on a Performance Improvement Plan or Attendance Warning will not be considered.
- 8570 certification - CompTIA Security +CE.
- A minimum of 3 years of experience supporting NNPI and/or SIPR in a Tier 1 role.
- Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
- Exceptional written and verbal communication skills.
- Proficiency in Microsoft PowerShell.
- Strong problem-solving capabilities.
- Advanced understanding of computer and networking technology.
- Ability to document issues, troubleshooting steps, and resolutions expertly.
- Familiarity with NMCI internal structures, processes, and tools.
- Proficiency with HPSM ticketing and Knowledge Management Systems.
- Must be a US Citizen.
- Able to work assigned shifts as needed, including overnight and weekend shifts.
Preferred Qualifications: - A Bachelor's degree in Computer Science, Engineering, Business, or related IT field, or equivalent work experience with at least 2 years on NMCI Service Desk.
- Candidates with fewer than 4 attendance occurrences in a rolling 90-day period preferred.
- Strong metrics in PAR and AHT are advantageous.
- Proactive learners who take ownership of their growth and career development are encouraged to apply.
This position is located in Norfolk, VA.
Original Posting: May 9, 2025.
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.
Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation. Additional factors considered in extending an offer include the responsibilities of the job, education, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, applicable bargaining agreements, or other legal requirements.