Service Desk RDM Tier II Technician

Nabout Leidos

Norfolk, VA, United States

2 days ago

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Shift work

Job source

CompTIA Security+ Knowledge Management Windows PowerShell Computer Network Technologies Information Technology

High school education or equivalent and a minimum of 2 years of relevant IT experience, or equivalent combination of experience and college level education.\n
Minimum of 6 months of tenure with the NMCI Service Desk in good standing.\n
8570 IAT II certification, such as CompTIA Security +CE or equivalent.\n
Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.\n
Superior skills in both written and verbal communication.\n
Proficiency with Microsoft PowerShell.\n
Strong problem-solving skills.\n
Advanced knowledge of computer and networking technology.\n
Ability to effectively document issues, troubleshooting steps, and resolutions implemented.\n
Understands NMCI internal structure, processes and tools.\n
Able to effectively utilize ticketing and Knowledge Management System.\n
Must be a US Citizen. \n
Able to work assigned shifts as needed, including overnights and weekends.\n
Proactive learner who takes ownership of their own growth and career development.\n, * Bachelor’s degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk.\n
2 years of experience on NMCI Service Desk in good standing.\n
Microsoft AZ-900 and/or AZ-104 certifications.\n

Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently.\n
Develop and use automated tools to implement solutions.\n
Peer mentoring to Tier I agents.\n
Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently.\n
Demonstrate excellent phone and email support with effective verbal and written communication skills.\n
Following standardized work instructions and documenting work completed according to established policy.\n
Resolve problems independently or collaborate with team mates to resolve issues.\n
Interacts with higher-tier specialty organizations, i.e., Engineering and Network Operations.\n
Collaboration with customer and industry partners to solve complex problems.\n
Demonstrate critical thinking skills to quickly understand complex systems.\n
Work on many tasks simultaneously in a high-pressure environment.\n
Interact with individuals on all organizational levels.\n
Develop and strengthen peer mentoring skills.\n