SMIT Service Desk RDM Tier 2 Technician (NNPI/SIPR)

Description

Leidos Managed Services Division has an opening for an experienced technician to work in our Norfolk, VA office. This team provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organizations products and services.

Primary Responsibilities:

As a Service Desk RDM Technician, you will:

Use automated information systems to analyze routine situations.

Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently.

Resolve problems independently or collaborate with team mates to resolve issues. Escalates to next tier technical support as necessary.

Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

Instructs users in the use of PCs and networks.

Demonstrate critical thinking skills to quickly understand complex systems.

Work on many tasks simultaneously in a high-pressure environment.

Interact with individuals on all organizational levels.

Develop and strengthen peer mentoring skills.

Demonstrate excellent phone and email support with effective verbal and written communication skills.

Basic Qualifications:

High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education

Minimum of 6 months of tenure with the NMCI Service Desk

Individuals on a Performance Improvement Plan or Attendance Warning will not be considered

8570 certification – CompTIA Security CE

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

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

Superior skills in both written and verbal communication.

Proficiency with Microsoft PowerShell

Strong problem-solving skills.

Advanced knowledge of computer and networking technology.

Ability to effectively document issues, troubleshooting steps, and resolutions implemented.

Understands NMCI internal structure, processes and tools.

Proficient with HPSM ticketing and Knowledge Management System.

Must have a current Secret Clearance, US Citizenship is required.

Able to work assigned shifts as needed, including overnights and weekends.

Preferred Qualifications:

Candidates Bachelors degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk

Candidates with fewer than 4 attendance occurrences in a rolling 90-day period

Candidates with strong metrics in PAR and AHT

Proactive learner who takes ownership of their own growth and career development

Salary $55k-$58k

Original Posting Date:

2024-10-11

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 as listed above.

Pay Range:

Pay Range –

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

REQNUMBER: R-00145999

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.