Service Desk Tier I Technician

The SMIT Service Desk Tier I Team at Leidos has an opening for an entry-level technician to work in our Norfolk, VA office. As a Service Desk Tier I Technician, you will provide Tier I technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions. Primary Responsibilities: Use automated information systems to analyze routine situations. Review incoming requests, both computer-generated and verbal, then sort, code, and prioritize tasks for proper action to manage time efficiently. Resolve problems independently or collaborate with teammates to resolve issues, escalating to next-tier technical support as necessary. Support users by fulfilling individual requests for information and/or training in the utilization of various databases available. Instruct 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 organisational levels. Develop and strengthen peer mentoring skills. Demonstrate excellent phone and email support with effective verbal and written communication skills. Basic Qualifications: High school education or equivalent and 1-3 years of general experience, or equivalent combination of experience and college-level education. 8570 certification - CompTIA Network+, A+, or Security+ CE. Superior skills in both written and verbal communication. Strong problem-solving skills. 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. Preferred Qualifications: 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. The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Job Data by YubHub .