Service Desk Tier I Technician

Leidos•Norfolk, VA

3d•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, networks, user accounts, and Active Directory. Technicians diagnose problems, guide users through step-by-step solutions, and provide technical support to end users. They also resolve issues remotely using administrative management tools.

Requirements

High school education or equivalent and at least 1 year of general experience, or an equivalent combination of experience and college-level education.
8570 certification: CompTIA Network+ or A+.
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.
Must be a U.S. citizen.
Ability to work assigned shifts as needed, including overnights and weekends.
Proactive approach to learning and ownership of personal growth and career development.
Must have an active interim or Secret clearance used within the last 24 months.

Nice To Haves

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

Responsibilities

Analyze user-reported issues using industry-standard practices, including the CompTIA six-step troubleshooting methodology.
Use automated tools to implement routine solutions.
Review incoming computer-generated and verbal requests; sort, code, and prioritize tasks to manage time efficiently.
Resolve problems independently or in collaboration with teammates, escalating issues to the next technical support tier when necessary.
Fulfill individual requests for information or training on available databases.
Instruct users in the use of PCs and networks.
Apply critical thinking to understand complex systems quickly.
Manage multiple tasks simultaneously in a high-pressure environment.
Interact with individuals at all organizational levels.
Provide phone and email support using effective verbal and written communication.
Follow standardized work instructions and document completed work according to established policy.