Service Desk Tier 1 Tech Lead

2 months ago

Norfolk, United States Leidos Full time

Description

Job Description
Primary Responsibilities:

As a Service Desk Tier 1 Technical Lead, you will:

  • Provide agent mentoring, provide, and receive feedback on ticket creation, process adherence, documentation, and/or overall customer support
  • Mentor T1 agents to understand required troubleshooting and process work instructions through use of the KM via side-by-side coaching and on-the-job training, and remote support such as Teams or AWS chat.
  • Ensure sufficient high performing support for Tier I agents through monitoring Teams and AWS chat.
  • Provide Tier 1 agents observational feedback (OBS) on ticket creation, process adherence, documentation, and/or overall customer support.
  • Interact with individuals on all organizational levels. 
  • Develop and strengthen peer mentoring skills.
  • Work on many tasks in a high-pressure environment. 
  • 8570 training should be completed no later than one month prior to 8570 three-year renewal cycle to avoid workflow disruptions.
  • Take ownership of personal career growth and development with stretch goals that support your desired career path or strengthen skills sets.

Basic Qualifications:

  • 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 and 3 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
  • Must have an 8570 certification - CompTIA Security +CE
  • Superior skills in both written and verbal communication.
  • 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. 
  • Must have a DoD Secret clearance.
  • Able to work assigned shifts as needed, including overnights and weekends.
  • NNPI qualified
  • SIPRNET qualified
  • File Server Management qualified

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
  • Proficiency with Microsoft PowerShell
  • Proactive learner who takes ownership of their own growth and career development
  • Proactive learner who takes ownership of their own growth and career development

Hourly Wage: $27-$29/ hour (Actual offer dependent on location of office)

Original Posting Date:2024-11-05

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range -

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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