Service Desk RDM Technician
4 days ago
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.
- 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.
- 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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Service Desk RDM Technician
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