Senior Service Desk RDM Tier II Technician

Leidos Inc; Norfolk (VA); On-site; USD 54,000 - 78,000; Full time

Job summary

Leidos Inc in Norfolk, VA is seeking an experienced Service Desk RDM Technician to join our Tier II team. The role provides escalation handling for software, hardware, and network issues, diagnosing problems and guiding end-users through solutions while maintaining knowledge articles and leveraging NMCI processes.

You will mentor Tier I staff, work with Engineering and Network Operations, and handle multiple tasks in a high-pressure environment.

Qualifications

• High school education or equivalent with 2–4 years IT experience.
• 8570 IAT II certification (e.g., Security+ CE) required.
• Three months+ experience supporting NNPI and/or SIPR in Tier 1.
• Strong written and verbal communication skills.
• Proficiency with Microsoft PowerShell.

Responsibilities

• Review requests, triage, code, and prioritize tasks to manage time effectively.
• Develop and use automated tools to implement solutions.
• Mentor Tier I agents.
• Troubleshoot and resolve complex Tier II issues in collaboration with Engineering and Network Operations.
• Document issues, steps, and resolutions in Knowledge Management System.

Skills

PowerShell

Excellent communication

Problem solving

Team collaboration

Customer service

US Citizenship

Education

High school diploma or equivalent

6 months NMCI Service Desk tenure

Job description

Leidos Inc in Norfolk, VA is seeking an experienced Service Desk RDM Technician to join our Tier II team. The role provides escalation handling for software, hardware, and network issues, diagnosing problems and guiding end-users through solutions while maintaining knowledge articles and leveraging NMCI processes.

You will mentor Tier I staff, work with Engineering and Network Operations, and handle multiple tasks in a high-pressure environment.