Service Desk RDM Technician

4 days ago


Virginia Beach, Virginia, United States Leidos Full time
Job Summary

Leidos is seeking an experienced Service Desk RDM Technician to join our Norfolk, VA office. As a key member of our team, you will provide technical software, hardware, and network problem resolution for clients.

Key Responsibilities
  • Analyze routine incoming requests using automated information systems and prioritize tasks for proper action.
  • Resolve problems independently or collaborate with team members 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 multiple 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.
Requirements
  • 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.
  • 8570 certification - CompTIA Security + CE.
  • Three months or more 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 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 have a current Secret Clearance, US Citizenship is required.
  • Able to work assigned shifts as needed, including overnights and weekends.
Preferred Qualifications
  • Candidates with a Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience.
  • 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.


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