Service Desk Tier I Technician

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., As a Service Desk Tier I Technician, you will:

• 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.

• 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.

Preferred Qualifications:

• Security + certification
• IT Related college level education

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.