# Service Desk SRM Technician

**Company**: Leidos
**Location**: Norfolk, VA
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $26.03
**Category**: IT
**Industry**: Technology

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Norfolk-VA/Service-Desk-SRM-Technician_R-00195457?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5a32bc7c-63c

## Description

The SMIT Service Desk SRM Team at Leidos has an opening for an experienced technician to work in our Norfolk, VA office.

The Service Request Management teams receive a wide variety of requests from Contract Technical Representatives (CTR) including access to applications, software enhancements, computer upgrades and new mobile phones.

**Primary Responsibilities**

As a Service Desk SRM Technician, you will:

- Create and update computer objects in Microsoft Active Directory.

- Create and update functional accounts and mailboxes in Microsoft Active Directory.

- Support administration of network share folders through the addition and removal of share administrators.

- Reactivate or deactivate user accounts, including transferring user mailboxes and data.

- Add or remove VIP and EVIP status, including storage increases or decreases, mailbox transfers, and profile updates.

- Answer internal and external customer inquiries about submitted Service Requests via email or telephone.

- Schedule Field Service to perform a customer's requested move within a site.

- Take action on customer issues or coordinate escalation to the applicable internal team for corrective action.

- Resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems.

- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.

- Proactively assist customers to avoid or reduce problem occurrence.

- Participate in projects for process or quality improvements.

**Basic Qualifications**

- High school education or equivalent and 1-3 years of general experience, or equivalent combination of experience and college-level education.

- Minimum of 6 months of tenure with the NMCI Service Desk.

- Individuals on a Performance Improvement Plan or Attendance Warning will not be considered.

- 8570 certification - CompTIA Security +CE.

- Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.

- Ability to attain Flank Speed Tier 1.5 qualification within 30 days.

- Superior skills in both written and verbal communication.

- Proficiency with Microsoft PowerShell.

- Strong problem-solving skills.

- Advanced knowledge of computer and networking technology.

- 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**

- Candidate's Bachelor's degree in Computer Science, Engineering, Business, or related IT, or equivalent work experience.

- 2 years of experience on NMCI Service Desk.

- 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 hourly rate for this position is $26.03.

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## Skills

### Required
- Microsoft Active Directory
- Microsoft PowerShell
- CompTIA Security +CE
- HPSM ticketing
- Knowledge Management System
- NNPI
- SIPR
- Flank Speed Tier 1.5

### Nice to have
- Bachelor's degree in Computer Science
- Engineering
- Business
- NMCI Service Desk experience

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Norfolk-VA/Service-Desk-SRM-Technician_R-00195457?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)