SMIT Service Desk Tier 1 Technican

Leidos•Norfolk, VA

3d•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 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. Primary Responsibilities As a Service Desk Tier I Technician, you will: Use automated information systems to analyze routine situations. 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. Develop and strengthen peer mentoring skills. Demonstrate excellent phone and email support with effective verbal and written communication skills.

Requirements

High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
8570 certification - CompTIA Network +, A +, or Security +CE
Superior skills in both written and verbal communication.
Strong problem-solving skills.
Ability to effectively document issues, troubleshooting steps, and resolutions implemented.
Understands NMCI internal structure, processes and tools.
Proficient with HPSM ticketing and Knowledge Management System.
Must be a US Citizen.
Able to work assigned shifts as needed, including overnights and weekends.
Must have active interim or secret clearance.

Nice To Haves

Associate’s degree or higher in information technology, or related IT or equivalent work experience, or 1 year of experience on NMCI Service Desk.
Proactive learner who takes ownership of their own growth and career development.

Responsibilities

Use automated information systems to analyze routine situations.
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.
Develop and strengthen peer mentoring skills.
Demonstrate excellent phone and email support with effective verbal and written communication skills.