Service Desk Tier I Technician

The SMIT Service Desk Tier I Team at Leidos has an opening for an entry-level technician to work in our Norfolk, VA office. As a Service Desk Tier I Technician, you will provide Tier I technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions.

Primary Responsibilities:

• Use automated information systems to analyze routine situations.
• Review incoming requests, both computer-generated and verbal, then sort, code, and prioritize tasks for proper action to manage time efficiently.
• Resolve problems independently or collaborate with teammates to resolve issues, escalating to next-tier technical support as necessary.
• Support users by fulfilling individual requests for information and/or training in the utilization of various databases available.
• Instruct 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 organisational levels.
• Develop and strengthen peer mentoring skills.
• Demonstrate excellent phone and email support with effective verbal and written communication skills.

Basic Qualifications:

• High school education or equivalent and 1-3 years of 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.

Preferred Qualifications:

• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period.
• Candidates with strong metrics in PAR and AHT.
• Proactive learner who takes ownership of their own growth and career development.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.