SMIT Service Desk RDM Tier 2 Technician

Summary

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. They are seeking an experienced technician for their SMIT Service Desk RDM Team to provide Tier I and II technical support for clients, including problem diagnosis and user guidance. The role involves resolving technical issues, supporting users, and collaborating with team members to ensure efficient problem resolution.

Responsibilities

• Use automated information systems to analyze routine situations
• Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently
• Resolve problems independently or collaborate with team mates to resolve issues. Escalates to next tier technical support as necessary
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Instructs users in the use of PCs and networks
• Demonstrate critical thinking skills to quickly understand complex systems
• Work on many tasks simultaneously in a high-pressure environment
• Interact with individuals on all organizational levels
• Develop and strengthen peer mentoring skills
• Demonstrate excellent phone and email support with effective verbal and written communication skills

Skills

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
• Minimum of 6 months of tenure with the NMCI Service Desk
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
• 8570 certification - CompTIA Security +CE
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days
• 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
• Proficient with HPSM ticketing and Knowledge Management System
• Must be a US Citizen
• Able to work assigned shifts as needed, including overnights and weekends
• Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience
• 2 years of experience on NMCI Service Desk
• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
• Candidates with strong metrics in PAR and AHT
• Proactive learner who takes ownership of their own growth and career development

Qualifications

Must Haves

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
• Minimum of 6 months of tenure with the NMCI Service Desk
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
• 8570 certification - CompTIA Security +CE
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days
• 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
• Proficient with HPSM ticketing and Knowledge Management System
• Must be a US Citizen
• Able to work assigned shifts as needed, including overnights and weekends

Nice to Haves

• Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience
• 2 years of experience on NMCI Service Desk
• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
• Candidates with strong metrics in PAR and AHT
• Proactive learner who takes ownership of their own growth and career development

Benefits

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement