Service Desk RDM Tier II Technician

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

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.

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.
• 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 a minimum of 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.
• 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.

Original Posting

September 3, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range: Pay Range - The Leidos pay range for this job level is a general guideline only and 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.

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.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave and Retirement

Secure Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].

Commitment and Diversity

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.

Company Information

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 $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com.