# Service Desk RDM Tier II Technician

**Company**: Leidos
**Location**: Norfolk, VA
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
**Category**: IT
**Industry**: Technology

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Norfolk-VA/Service-Desk-RDM-Tier-II-Technician_R-00191291?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dbaf8e23-517

## Description

The SMIT Service Desk RDM Tier II Team at Leidos is seeking an experienced technician to work in our Norfolk, VA office. As a Service Desk RDM Technician, you will be responsible for resolving technical issues for clients by performing problem diagnosis and guiding users through step-by-step solutions.

**Primary Responsibilities:**

- Review incoming requests, both computer-generated and verbal, and prioritize tasks to manage time efficiently.

- Develop and use automated tools to implement solutions.

- Provide peer mentoring to Tier I agents.

- Demonstrate excellent phone and email support with effective verbal and written communication skills.

- Follow standardized work instructions and document work completed according to established policy.

- Resolve problems independently or collaborate with teammates to resolve issues.

- Interact with higher-tier specialty organizations, such as Engineering and Network Operations.

- Collaborate with customer and industry partners to solve complex problems.

- Demonstrate critical thinking skills to quickly understand complex systems.

- Work on multiple tasks simultaneously in a high-pressure environment.

- Interact with individuals on all organizational levels.

- Develop and strengthen peer mentoring skills.

**Basic Qualifications:**

- High school education or equivalent and a minimum of 2 years of relevant IT experience, or equivalent combination of experience and college-level education.

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

- 8570 IAT II certification, such as CompTIA Security + CE or equivalent.

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

- 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.

- Able to effectively utilize ticketing and Knowledge Management System.

- Must be a US Citizen.

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

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

**Preferred Qualifications:**

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

- 2 years of experience on NMCI Service Desk.

- Microsoft AZ-900 and/or AZ-104 certifications.

## Skills

### Required
- CompTIA Security + CE
- Microsoft PowerShell
- problem-solving
- communication
- computer and networking technology

### Nice to have
- Microsoft AZ-900
- Microsoft AZ-104

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Norfolk-VA/Service-Desk-RDM-Tier-II-Technician_R-00191291?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)