# Service Desk SRM Technician

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

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Norfolk-VA/Service-Desk-SRM-Technician_R-00191144?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_61b1ae7c-1cc

## Description

The SMIT Service Desk SRM Team at Leidos has an opening for an experienced technician to work in their Norfolk, VA office. The successful candidate will be responsible for managing service requests from Contract Technical Representatives (CTRs), including access to applications, software enhancements, computer upgrades, and new mobile phones.

**Primary Responsibilities:**

- 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.

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

- Schedule Field Service to perform customer-requested moves within a site.

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

- Provide information on service, product, technical, and customer-relations questions.

- Proactively assist customers to avoid or reduce problem occurrences.

- Participate in projects for process or quality improvements.

**Basic Qualifications:**

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

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

- 8570 certification - CompTIA Security + CE.

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

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

- Superior written and verbal communication skills.

- 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.

- Understanding of NMCI internal structure, processes, and tools.

- Proficiency with HPSM ticketing and Knowledge Management System.

- Must be a US Citizen.

- Ability to work assigned shifts as needed, including overnights and weekends.

**Preferred Qualifications:**

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

- 2 years of experience on the NMCI Service Desk.

- Fewer than 4 attendance occurrences in a rolling 90-day period.

- Strong metrics in PAR and AHT.

- Proactive learner who takes ownership of their own growth and career development.

## 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
- IT field
- PAR
- AHT

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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-00191144?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)