Description
We are seeking an entry-level Service Desk Tier I Technician to join our team in Norfolk, VA. As a Service Desk Tier I Technician, you will be responsible for providing technical support to clients via phone, email, and remote access. Your primary responsibilities will include:
- Analyzing user-reported issues using industry-standard best practices, such as the CompTIA six-step troubleshooting methodology
- Using automated tools to implement routine solutions
- Reviewing incoming requests, sorting, coding, and prioritizing tasks to manage time efficiently
- Resolving problems independently or collaborating with team members to resolve issues
- Escalating to next-tier technical support as necessary
- Supporting users by fulfilling individual requests for information and/or training in the utilization of various databases available
- Instructing users in the use of PCs and networks
- Demonstrating critical thinking skills to quickly understand complex systems
- Working on multiple tasks simultaneously in a high-pressure environment
- Interacting with individuals on all organizational levels
- Demonstrating excellent phone and email support with effective verbal and written communication skills
- Following standardized work instructions and documenting work completed according to established policy
Requirements:
- High school education or equivalent and a minimum of 1 year of 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
- Ability to understand NMCI internal structure, processes, and tools
- Ability to effectively utilize ticketing and Knowledge Management System
- Must be a US Citizen
- Must have active interim or secret clearance
- Ability to work assigned shifts as needed, including overnights and weekends
Preferred Qualifications:
- Security+ certification
- IT-related college-level education