Service Desk Tier 1 Technician

Leidos•Norfolk, VA

1d•Onsite

About The Position

The SMIT Service Desk Tier I Team is seeking an entry-level technician for its Norfolk, Virginia office. The team provides Tier I technical support for software, hardware, and network problems by diagnosing issues 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 computer-generated and verbal requests, resolves problems independently or with teammates, and escalates issues to the next support tier when necessary. The role also supports users with information and training, instructs them in the use of PCs and networks, documents troubleshooting and resolutions, and provides phone and email support. The position involves handling multiple tasks in a high-pressure environment and interacting with people at all organizational levels. The role is based in the Norfolk, Virginia office and may require working assigned shifts, including overnight shifts and weekends. U.S. citizenship is required.

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 implemented 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 computer-generated and verbal requests; sort, code, and prioritize tasks to manage time efficiently.
Resolve problems independently or collaborate with teammates, escalating issues to the next tier of technical support as needed.
Fulfill individual requests for information and training on available databases.
Instruct users in the use of PCs and networks.
Apply critical thinking to 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 phone and email support using effective verbal and written communication.
Document issues, troubleshooting steps, and implemented resolutions.