Service Desk Tier I Technician

Leidos • Norfolk, VA

2d • Onsite

About The Position

The Service Desk Tier I Technician works in the SMIT Service Desk Tier I Team’s Norfolk, Virginia office. The team provides Tier I technical support for software, hardware, and network issues, user accounts, and Active Directory account management. Technicians diagnose problems, guide users through solutions, and use administrative management tools to resolve issues remotely. The role may also involve supporting end users of the organization’s products and services.

Technicians analyze and prioritize incoming requests, resolve issues independently or with teammates, and escalate cases to the next tier when needed. They support and instruct users on available databases, PCs, and networks; document work according to established policies; and manage multiple tasks in a high-pressure environment while communicating effectively with people at all organizational levels. Assigned shifts may include overnight and weekend work.

Requirements

• High school education or equivalent and at least 1 year of general experience, or an equivalent combination of experience and college-level education.
• CompTIA Network+ and A+ certifications, required as 8570 certifications.
• U.S. citizenship.
• Active interim or Secret clearance; the clearance must have been used within the last 24 months.
• Superior written and verbal communication skills.
• Strong problem-solving skills.
• Ability to document issues, troubleshooting steps, and implemented resolutions effectively.
• Ability to understand NMCI internal structure, processes, and tools.
• Ability to use ticketing and Knowledge Management Systems effectively.
• Ability to work assigned shifts as needed, including overnights and weekends.
• Proactive approach to learning, with ownership of personal growth and career development.

Nice To Haves

• Security+ certification.
• IT-related college-level education.

Responsibilities

• Analyze user-reported issues using industry-standard methods, such as the CompTIA six-step troubleshooting methodology.
• Use automated tools to implement routine solutions and administrative management tools to resolve issues remotely.
• Review, sort, code, and prioritize computer-generated and verbal requests to manage work efficiently.
• Resolve problems independently or collaborate with teammates, escalating issues to the next tier of technical support when necessary.
• Fulfill user requests for information or training on available databases.
• Instruct users in the use of PCs and networks.
• Apply critical thinking to understand complex systems and manage multiple tasks in a high-pressure environment.
• Provide effective phone and email support, communicating with individuals at all organizational levels.
• Follow standardized work instructions and document completed work according to established policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED