Senior Service Desk Tier II: RDM & Network Support

Leidos LLC; Norfolk (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health and Wellness programs

Income Protection

Paid Leave and Retirement

Job summary

Leidos is seeking an experienced technician for the SMIT Service Desk RDM Tier II in the Norfolk, VA office. You will resolve escalated issues from Tier I and provide Tier II support for software, hardware, and network problems, including printers and scanners, using server-based tools and knowledge articles.

The role involves mentoring Tier I staff, developing automated solutions, and collaborating with Engineering and Network Operations to resolve complex problems.

Qualifications

• High school education or equivalent with 2+ years IT experience.
• 8570 IAT II certification such as CompTIA Security+ CE or equivalent.
• Experience supporting NMCI Service Desk and NNPI/SIPR in Tier I.
• Strong written and verbal communication.
• Proficiency with PowerShell.
• Advanced knowledge of computer and networking technology.

Responsibilities

• Review incoming requests and prioritize tasks to manage time efficiently.
• Develop and use automated tools to implement solutions.
• Peer mentoring to Tier I agents.
• Provide excellent phone and email support with clear verbal and written communication.
• Document work according to established policy and procedures.
• Resolve problems independently or with teammates.
• Interact with Engineering and Network Operations teams.
• Collaborate with customers and industry partners to solve complex problems.
• Demonstrate critical thinking to understand complex systems.
• Handle multiple tasks in a high-pressure environment.
• Engage with stakeholders at all organizational levels.
• Develop and strengthen peer mentoring skills.

Skills

PowerShell

Troubleshooting

Communication

Ticketing systems

Networking knowledge

Education

High school or equivalent with IT experience

Tools

Knowledge Management System

Ticketing system

Job description

Leidos is seeking an experienced technician for the SMIT Service Desk RDM Tier II in the Norfolk, VA office. You will resolve escalated issues from Tier I and provide Tier II support for software, hardware, and network problems, including printers and scanners, using server-based tools and knowledge articles.

The role involves mentoring Tier I staff, developing automated solutions, and collaborating with Engineering and Network Operations to resolve complex problems.