Leidos
Description
The SMIT Service Desk Tier I Team is seeking multiple entry-level technicians to join our dynamic workforce. This role provides essential Tier I technical support for software, hardware, and network issues, assisting clients by diagnosing problems and offering step-by-step solutions, or addressing technical support queries for end-users of our products and services.
Primary Responsibilities
As a Service Desk Support Technician, you will:
Utilize automated information systems to assess routine situations.
Manage incoming requests—both computer-generated and verbal—by sorting, coding, and prioritizing tasks effectively.
Resolve issues independently or collaborate with team members, escalating to higher tiers of technical support when required.
Support users by addressing individual requests for information and training on various databases.
Guide users in effectively utilizing PCs and networks.
Exhibit critical thinking to comprehend complex systems swiftly.
Handle multiple tasks simultaneously in a fast-paced environment.
Engage with individuals at all levels within the organization.
Enhance and build peer mentoring skills.
Showcase excellent phone and email support skills with effective verbal and written communication.
Basic Qualifications
High school diploma or equivalent, plus 1-3 years of general experience, or equivalent combination of education and experience.
8570 certification - CompTIA Network +, A +, or Security +CE.
Exceptional written and verbal communication skills.
Strong troubleshooting and problem-solving abilities.
Competence in documenting issues, troubleshooting steps, and resolutions.
Familiarity with NMCI internal structure, processes, and tools.
Proficient in HPSM ticketing and Knowledge Management System.
Must be a US Citizen.
Able to work assigned shifts as required, including nights and weekends.
Active interim or secret clearance is mandatory.
Preferred Qualifications
Associate's degree or higher in information technology, or related IT experience, or at least 1 year of service desk experience on NMCI.
Proactive in personal learning and career development.
At Leidos, we value innovation and creativity. We encourage individuals who are restless and eager to push boundaries to apply for this impactful role. If you're someone who envisions the future while mastering the present, you'll thrive with us.
Work Address: Norfolk, VA