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# Service Desk Tier I Technician

- **Company:** Leidos, Inc.
- **Location:** Norfolk, VA, United States
- **Experience:** Starter
- **Contract:** Contract
- **Skills:** Active Directory, CompTIA Network+, Databases, Knowledge Management, Software Tools
- **Published:** October 7, 2026
- **Apply:** https://diversityjobs.com/career/18564906/Service-Desk-Tier-I-Technician-Virginia-Norfolk

## About the Role

* 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

## Description

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.