Senior Service Desk RDM Tier II Technician

Via Logic LLC; Norfolk (VA); On-site; USD 55,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Health and Wellness programs

Income Protection

Paid Leave

Retirement

Job summary

Leidos is seeking a skilled Service Desk RDM Technician (Tier II) to work in our Norfolk, VA office. You will resolve escalated software, hardware, and network issues, manage end-user devices, and contribute to knowledge articles.

The role emphasizes problem diagnosis, customer communication, and collaboration across tiers to maintain IT service delivery. The ideal candidate has 2–4 years of IT experience, an IAT II certification, PowerShell proficiency, and strong written and verbal

Qualifications

• High school education or equivalent with 2–4 years IT experience.
• Minimum 6 months tenure with the NMCI Service Desk in good standing.
• 8570 IAT II certification (e.g., CompTIA Security+ CE) or equivalent.
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
• Superior skills in written and verbal communication.
• Proficiency with Microsoft PowerShell.
• Strong problem-solving skills.
• Advanced knowledge of computer and networking technology.
• Must be a US Citizen.
• Able to work assigned shifts, including overnights and weekends.
• Proactive learner who takes ownership of growth and career development.

Responsibilities

• Review incoming requests, prioritize tasks to manage time efficiently.
• Develop and use automated tools to implement solutions.
• Peer mentoring to Tier I agents.
• Demonstrate excellent phone and email support with effective communication.
• Follow standardized work instructions and document work completed.
• Resolve problems independently or with team collaboration.
• Interact with higher-tier groups (Engineering, Network Operations).
• Collaborate with customers and industry partners to solve complex problems.
• Demonstrate critical thinking to understand complex systems.
• Handle many tasks in a high-pressure environment.
• Interact with individuals at all organizational levels.
• Develop and strengthen peer mentoring skills.

Skills

PowerShell

Problem solving

Written communication

Verbal communication

US citizen

Education

High school diploma

Bachelor's degree

Job description

Leidos is seeking a skilled Service Desk RDM Technician (Tier II) to work in our Norfolk, VA office. You will resolve escalated software, hardware, and network issues, manage end-user devices, and contribute to knowledge articles.

The role emphasizes problem diagnosis, customer communication, and collaboration across tiers to maintain IT service delivery. The ideal candidate has 2–4 years of IT experience, an IAT II certification, PowerShell proficiency, and strong written and verbal