Description Compensation: $26-$28/hour, determined by the specific role and qualifications.
The SMIT Service Desk RDM Team is seeking a skilled technician to join our dynamic team. In this role, you will provide essential Tier I and II technical support, assisting clients with software, hardware, and network issues. Your expertise will be crucial in diagnosing problems, guiding users through step-by-step solutions, and offering invaluable support to our organization's products and services.
Key Responsibilities: - Utilize automated systems to analyze and address routine technical situations.
- Evaluate incoming requests, both generated by systems and communicated verbally, prioritizing tasks effectively to manage time efficiently.
- Independently resolve issues or collaborate with teammates, escalating to higher tiers as necessary.
- Assist users by providing information and training on various databases and systems.
- Instruct users on the effective use of PCs and networks.
- Demonstrate critical thinking skills to comprehend complex systems quickly.
- Manage multiple tasks concurrently in a fast-paced environment.
- Engage with individuals across all levels of the organization.
- Enhance peer mentoring skills within the team.
- Deliver outstanding phone and email support with excellent verbal and written communication.
Basic Qualifications: - High school diploma or equivalent with 1-3 years of general experience in a related field.
- At least 6 months of tenure with the NMCI Service Desk.
- Candidates on a Performance Improvement Plan or Attendance Warning are not eligible.
- 8570 certification - CompTIA Security+/Security+CE.
- A minimum of 3 months experience supporting NNPI and/or SIPR in a Tier 1 capacity.
- Ability to achieve Flank Speed Tier 1.5 qualification within 30 days.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft PowerShell.
- Strong problem-solving capabilities.
- Advanced understanding of computer and networking technologies.
- Effective documentation of issues, troubleshooting processes, and resolutions.
- Familiarity with NMCI internal structures, processes, and tools.
- Proficient in using HPSM ticketing and Knowledge Management Systems.
- Must be a US Citizen.
- Able to work assigned shifts, including nights and weekends.
- Must possess a DoD Secret clearance.
Preferred Qualifications: - Bachelor's degree in Computer Science, Engineering, Business, or related IT field, or equivalent experience, with 2 years on the NMCI Service Desk.
- Fewer than 4 attendance occurrences in a rolling 90-day period.
- Strong performance metrics in PAR and AHT.
- A proactive learner who takes ownership of personal and professional development.
Original Posting Date: 2025-01-22
This opening is expected to remain available for a minimum of 3 days following the posting date.
Pay Range: Leidos offers a pay range for this position, which is a general guideline and not a guarantee. Compensation will be influenced by job responsibilities, education, experience, skills, and other factors as applicable.