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

Description

The SMIT Service Desk RDM Tier II Team has an opening for an experienced technician to work in our Norfolk VA 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.

As a Service Desk RDM Technician, you will:

• 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.
• Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently.
• 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 team mates to resolve issues.
• Interacts with higher-tier specialty organizations, i.e., Engineering and Network Operations.
• Collaboration with customer 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 2-4 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.
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
• 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.
• 2 years of experience on NMCI Service Desk in good standing.
• Microsoft AZ-900 and/or AZ-104 certifications.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

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

• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Commitment to Non-Discrimination

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.