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Service Desk RDM Tier 2 Technician – Nnpi/Sipr
| Company | Leidos |
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| Location | Norfolk, VA, USA |
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| Salary | $26 – $28 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- High school education or equivalent and a minimum 1 year general experience, or equivalent combination of experience and college level education.
- Minimum of 6 months of tenure with the NMCI Service Desk
- 8570 certification – CompTIA Security +CE
- A minimum of 3 years experience supporting NNPI and/or SIPR in a Tier 1 role.
- 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.
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.
Preferred Qualifications
- 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
