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.