SMIT Service Desk RDM Tier 2 Technician

Description

The SMIT Service Desk RDM Team 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 organization's products and services.

• 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.

• 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
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
• 8570 certification - CompTIA Security +CE
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
• Superior skills in both written and verbal communication.
• Proficiency with Microsoft Power Shell
• 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 be a US Citizen.
• Able to work assigned shifts as needed, including overnights and weekends.

• Candidates Bachelor's 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

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.