Service Desk Tier 1 Technician

Leidos•Norfolk, VA

2d•Onsite

About The Position

The SMIT Service Desk Tier I Team has an opening for an entry-level technician in the Norfolk, Virginia office. The team provides Tier I technical software, hardware, and network problem resolution for clients by diagnosing problems and guiding users through step-by-step solutions. The role may also provide technical support to end users of the organization’s products and services. The technician reviews and prioritizes incoming computer-generated and verbal requests, resolves issues independently or with teammates, and escalates issues to the next support tier when needed. The role also supports users with information and training, instructs them in the use of PCs and networks, and documents troubleshooting and resolutions. It requires handling multiple tasks in a high-pressure environment and interacting with people at all organizational levels. This position is based in the Norfolk, VA office and may require assigned shifts, including overnights and weekends. Applicants must be U.S. citizens.

Requirements

High school education or equivalent and 1–3 years of general experience, or an equivalent combination of experience and college-level education.
8570 certification: CompTIA Network+, A+, or Security+ CE.
Superior written and verbal communication skills.
Strong problem-solving skills.
Ability to effectively document issues, troubleshooting steps, and resolutions.
Understanding of NMCI internal structure, processes, and tools.
Proficiency with the HPSM ticketing and Knowledge Management System.
Must be a U.S. citizen.
Ability to work assigned shifts as needed, including overnights and weekends.

Nice To Haves

Fewer than four attendance occurrences in a rolling 90-day period.
Strong metrics in PAR and AHT.
Proactive learner who takes ownership of personal growth and career development.

Responsibilities

Use automated information systems to analyze routine situations.
Review, sort, code, and prioritize incoming computer-generated and verbal requests, taking initiative to manage time efficiently.
Resolve problems independently or collaborate with teammates; escalate issues to the next tier of technical support as necessary.
Fulfill individual user requests for information and training on available databases.
Instruct users in the use of PCs and networks.
Apply critical thinking to quickly understand complex systems.
Manage multiple tasks simultaneously in a high-pressure environment.
Interact with individuals at all organizational levels.
Develop and strengthen peer mentoring skills.
Provide effective phone and email support using strong verbal and written communication.
Document issues, troubleshooting steps, and resolutions implemented.