Service Desk Tier I Technician

Leidos•Norfolk, VA

2d•Onsite

About The Position

The SMIT Service Desk Tier I Team has an opening for an entry level technician to work in our Norfolk, VA office. This team provides Tier I technical software, hardware and network problem resolution, user account support, as well as active directory account management for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide technical support issues for end-users of the organization's products and services. They also provide remote issue resolution using administrative management tools.

Requirements

High school education or equivalent and a minimum of 1 year general experience, or equivalent combination of experience and college level education
8570 certification - CompTIA Network +, A +
Superior skills in both written and verbal communication.
Strong problem-solving skills.
Can effectively document issues, troubleshooting steps, and resolutions implemented.
Ability to understand NMCI internal structure, processes and tools.
Able to effectively utilize ticketing and Knowledge Management System.
Must be a US Citizen.
Able to work assigned shifts as needed, including overnights and weekends.
Proactive learner who takes ownership of their own growth and career development.
Must have active interim or secret clearance.

Nice To Haves

Security + certification
IT Related college level education

Responsibilities

Analyze user reported issues using industry standard best practices such as the CompTIA six step troubleshooting methodology.
Use automated tools to implement routine solutions.
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.
Demonstrate excellent phone and email support with effective verbal and written communication skills.
Following standardized work instructions and documenting work completed according to established policy.