Service Desk SRM Technician

Leidos•Norfolk, VA

11d•Onsite

About The Position

The SMIT Service Desk SRM Team is hiring an experienced technician for its Norfolk, Virginia office. The team receives service requests from Contract Technical Representatives, including requests for application access, software enhancements, computer upgrades, and mobile phones. The team determines and carries out the fulfillment process for these requests. The technician handles account and mailbox administration, customer inquiries, service-request coordination, and technical issue resolution. The role also includes proactive customer assistance and participation in process and quality improvement projects.

Requirements

High school education or equivalent and 1–3 years of general experience, or an equivalent combination of experience and college-level education.
At least 6 months of tenure with the NMCI Service Desk.
CompTIA Security+ CE certification meeting 8570 requirements.
At least 3 months of experience supporting NNPI and/or SIPR in a Tier 1 role.
Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
Superior written and verbal communication skills.
Proficiency with Microsoft PowerShell.
Strong problem-solving skills.
Advanced knowledge of computer and networking technology.
Ability to document issues, troubleshooting steps, and implemented resolutions effectively.
Understanding of NMCI internal structure, processes, and tools.
Proficiency with the HPSM ticketing and Knowledge Management System.
U.S. citizenship.
Ability to work assigned shifts as needed, including overnights and weekends.

Nice To Haves

Bachelor's degree in Computer Science, Engineering, Business, or a related IT field, or equivalent work experience.
Two years of experience on the NMCI Service Desk.
Fewer than four attendance occurrences in a rolling 90-day period.
Strong metrics in PAR and AHT.
Proactive approach to learning and ownership of personal growth and career development.

Responsibilities

Create and update computer objects, functional accounts, and mailboxes in Microsoft Active Directory.
Administer network share folders by adding and removing share administrators.
Reactivate and deactivate user accounts, including transferring user mailboxes and data.
Add and remove VIP and EVIP status, including storage changes, mailbox transfers, and profile updates.
Respond to internal and external customer inquiries about submitted service requests by email or telephone.
Schedule Field Service for customer-requested moves within a site.
Address customer issues and coordinate escalation to the appropriate internal team when needed.
Resolve hardware and software technical issues reported by customers or identified by proactive notification systems.
Answer service, product, technical, and customer-relations questions about product features, specifications, repairs, parts, and options, based on customer entitlement.
Proactively help customers avoid or reduce the occurrence of problems.
Participate in process or quality improvement projects.