Service Desk RDM Tier II Technician

Leidos; Meridian (ID); On-site; USD 50,000 - 68,000; Full time

Job summary

Leidos seeks an experienced technician for the SMIT Service Desk RDM Tier II team in Meridian, ID. You will resolve escalated Tier I/II software, hardware, and network issues, manage end-user devices, and contribute to knowledge articles while collaborating with engineers and network operations.

Responsibilities include mentoring Tier I staff, documenting resolutions, and working across shifts in a fast-paced environment.

Qualifications

• High school education or equivalent with 2+ years IT experience or an equivalent mix of experience and college-level education.
• Minimum 6 months tenure with the NMCI Service Desk in good standing.
• 8570 IAT II certification (e.g., CompTIA Security+ CE) or equivalent.
• Superior written and verbal communication skills.
• Proficiency with Microsoft PowerShell.
• Strong problem-solving skills.
• Advanced knowledge of computer and networking technology.
• Ability to document issues, troubleshooting steps, and resolutions.
• Understanding of NMCI internal structure, processes and tools.
• U.S. citizen.
• Ability to work assigned shifts including overnights and weekends.
• Proactive learner who takes ownership of growth and career development.

Responsibilities

• Review incoming requests, code and prioritize tasks for efficient action.
• Develop and use automated tools to implement solutions.
• Provide peer mentoring to Tier I agents.
• Demonstrate excellent phone and email support with clear communication.
• Follow standardized work instructions and document work performed.
• Resolve problems independently or with teammates.
• Interact with Engineering and Network Operations.
• Collaborate with customers and industry partners on complex issues.
• Demonstrate critical thinking to understand complex systems.
• Handle many tasks in a high-pressure environment.
• Interact with individuals at all organizational levels.
• Strengthen peer mentoring skills.

Skills

Strong written and verbal коммуникации

Problem-solving

Team collaboration

PowerShell expertise

Education

Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience

Tools

PowerShell

AZ-900

AZ-104

NMCI Service Desk tools

Job description

The SMIT Service Desk RDM Tier II Team has an opening for an experienced technician to work in our Meridian, ID office. This team receives escalated issues from Tier I and provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. They manage network devices in addition to end user machines, such as printers and scanners. In doing so, they utilize advanced server-based tools and also conduct research and create new knowledge articles.

Primary Responsibilities:

• Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action 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 verbal and written communication skills.
• Following standardized work instructions and documenting work completed according to established policy.
• Resolve problems independently or collaborate with teammates to resolve issues.
• Interacts with higher-tier specialty organizations, i.e., Engineering and Network Operations.
• Collaboration with customers and industry partners to solve complex problems.
• Demonstrate critical thinking skills to quickly understand complex systems.
• Work on many tasks simultaneously in a high-pressure environment.
• Interact with individuals on all organizational levels.
• Develop and strengthen peer mentoring skills.

Basic Qualifications:

• High school education or equivalent and a minimum 2 years of relevant IT experience, or equivalent combination of experience and college level education.
• Minimum of 6 months of tenure with the NMCI Service Desk in good standing.
• 8570 IAT II certification, such as CompTIA Security +CE or equivalent.
• Superior skills in both written and verbal communication.
• Proficiency 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.
• Able to effectively utilize ticketing and Knowledge Management System.
• Must be a US Citizen.
• Able to work assigned shifts as needed, including overnights and weekends.
• Proactive learner who takes ownership of their own growth and career development.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience.
• 2 years of experience on NMCI Service Desk in good standing.
• Microsoft AZ-900 and/or AZ-104 certifications.

Pay Range: Pay Range -

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.