SMIT Service Desk RDM Tier 2 Support Technician

Description

At Leidos, we are committed to delivering innovative solutions through our diverse and talented workforce, dedicated to ensuring our customers' success. We value empowerment, community contribution, and sustainable operations. Our Mission, Vision, and Values are the foundation of our business approach.

We are seeking an experienced technician to join the SMIT Service Desk RDM Team. This is an exciting opportunity to provide exceptional Tier I and II technical support for software, hardware, and network issues, helping our clients navigate and resolve their tech-related challenges.

Pay Range : $25 - $28

Primary Responsibilities :

As a Service Desk RDM Technician, you will :

Utilize automated information systems to evaluate routine situations effectively.

Manage incoming requests by sorting, coding, and prioritizing tasks for efficient action.

Resolve issues autonomously or collaborate with team members to address challenges, escalating to higher-level support if needed.

Assist users by providing information and training on database usage.

Instruct users in the efficient use of PCs and networks.

Use critical thinking skills to quickly grasp complex systems.

Handle multiple tasks in a fast-paced, high-pressure environment.

Engage with individuals across all organizational levels.

Foster and enhance mentoring skills among peers.

Deliver excellent support through effective verbal and written communication.

Basic Qualifications

High school diploma or equivalent with 1-3 years of general experience, or a combination of experience and college 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 is required.

Three or more months of experience supporting NNPI and / or SIPR in a Tier 1 role.

Ability to achieve Flank Speed Tier 1.5 qualification within 30 days.

Outstanding skills in both written and verbal communication.

Proficiency in Microsoft PowerShell.

Strong problem-solving abilities.

Advanced knowledge of computer and networking technologies.

Capability to accurately document issues, troubleshooting steps, and implemented resolutions.

Understanding of NMCI internal structure, processes, and tools.

Experience with HPSM ticketing and Knowledge Management Systems.

Must be a US Citizen.

Able to work assigned shifts as required, including nights and weekends.

Preferred Qualifications :

Candidate should possess a Bachelor's degree in Computer Science, Engineering, Business, or a related IT field, or equivalent work experience with 2 years at NMCI Service Desk.

Fewer than 4 attendance occurrences in a rolling 90-day period is preferred.

Strong performance metrics in PAR and AHT are advantageous.

A proactive learner who demonstrates ownership of personal growth and career development.

At Leidos, we desire individuals who think outside the box and are ready to reshape the future instead of conforming to the past. If you're always looking for the next challenge and thrive on innovation, you'll be a perfect fit.

This position is based in Norfolk, VA.