Service Desk SRM Technician

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.