Service Desk Tier I Technician

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 users, resolving hardware, software, and network issues, and performing problem diagnosis and management.

Primary Responsibilities:

• Analyze user-reported issues using industry-standard best practices such as CompTIA's six-step troubleshooting methodology
• Use automated tools to implement routine solutions
• Review incoming requests, sort, code, and prioritize tasks for efficient time management
• Resolve problems independently or collaborate with team members to resolve issues, escalating to next-tier technical support as necessary
• Support users by fulfilling individual requests for information and/or training in database utilization
• Instruct users in PC and network use
• Demonstrate critical thinking skills to quickly understand complex systems
• Work on multiple tasks simultaneously in a high-pressure environment
• Interact with individuals at all organizational levels
• Provide excellent phone and email support with effective verbal and written communication skills
• Follow standardized work instructions and document work completed according to established policy

Basic Qualifications:

• 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 written and verbal communication skills
• Strong problem-solving skills
• Ability to effectively document issues, troubleshooting steps, and resolutions implemented
• Understanding of NMCI internal structure, processes, and tools
• Ability to utilize ticketing and Knowledge Management Systems effectively
• Must be a US citizen
• Ability to work assigned shifts, including overnights and weekends
• Proactive learner who takes ownership of their own growth and career development
• Active interim or secret clearance

Preferred Qualifications:

• Security+ certification
• IT-related college-level education

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