Service Desk SRM Technician (NNPI/SIPR)

Leidos•Norfolk, VA

10d•Onsite

About The Position

The SMIT Service Desk SRM Team has an opening for an experienced technician to work in our Norfolk, VA office. The Service Request Management teams receive a wide variety of requests from Contract Technical Representatives (CTR) including access to applications, software enhancements, computer upgrades and new mobile phones. These types of requests are categorized as a ‘request for service’ and the Service Request Management teams identifies the process to handle service requests as ‘request fulfillment’.

Requirements

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 be a US Citizen.
Able to work assigned shifts as needed, including overnights and weekends.

Nice To Haves

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

Responsibilities

Create and update computer objects in Microsoft Active Directory.
Create and update functional accounts and mailboxes in Microsoft Active Directory.
Support administration of network share folders through the addition and removal of share administrators.
Reactivation/deactivation of user accounts including the transfer of user mailbox and data.
Addition and removal of VIP and EVIP status including storage increase/decrease, mailbox transfers, and profile updates.
Answer internal and external customer inquiries concerning submitted Service Requests via either by email or telephone.
Schedule Field Service to perform a customer's requested move within a site.
Take action on any customer issue and or coordinate the escalation of the issue to the applicable internal team for corrective action.
Successfully resolve technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
Proactively assist customers to avoid or reduce problem occurrence.
Participates in projects for process or quality improvements.