Service Desk SRM Technician

Leidos Inc; Norfolk (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

Leidos seeks an experienced Service Desk SRM Technician to join the Norfolk, VA team. The role involves handling a wide range of service requests, administering Active Directory, and coordinating escalations to deliver prompt resolutions.

Qualifications include NMCI Service Desk experience, 8570 certification, PowerShell proficiency, and strong written/verbal communication. The position requires US citizenship and availability for shifts, including overnights and weekends.

Qualifications

• High school education or equivalent plus 1–3 years general experience.
• Minimum 6 months of tenure with the NMCI Service Desk.
• 8570 certification - CompTIA Security+ CE.
• 3 months+ experience supporting NNPI and/or SIPR in a Tier 1 role.
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
• Superior skills in written and verbal communication.
• Proficiency with Microsoft PowerShell.
• Advanced knowledge of computer and networking technology.
• Ability to document issues, troubleshooting steps, and resolutions.
• Understands NMCI internal structure, processes and tools.
• Proficient with HPSM ticketing and Knowledge Management System.
• Must be a US Citizen.
• Able to work assigned shifts including overnights and weekends.

Responsibilities

• Create and update computer objects in Microsoft Active Directory.
• Create and update functional accounts and mailboxes in Active Directory.
• Support administration of network share folders through the addition and removal of share administrators.
• Reactivate/deactivate user accounts including mailbox and data transfers.
• Manage VIP/EVIP status including storage changes and mailbox transfers.
• Respond to inquiries concerning submitted Service Requests via email or phone.
• Schedule Field Service for site moves.
• Coordinate escalation of issues to internal teams for resolution.
• Resolve technical issues related to hardware and software from customer contacts.
• Address questions on features, specs, repairs, and entitlements (e.g., warranty).
• Assist customers to avoid or reduce problem occurrence.
• Participate in projects for process or quality improvements.

Skills

Written communication

Verbal communication

Problem solving

Networking

Documentation

Customer service

US Citizenship

Shift work (nights/weekends)

Education

CompTIA Security+ CE

Tools

Active Directory

PowerShell

HPSM ticketing

Knowledge Management System

NMCI framework/tooling

Job description

Description

The SMIT Service Desk SRM Team has an opening for an experienced technician to work in our Norfolk, VA office. The Service Request Management teams receive a wide variety of requests from Contract Technical Representatives (CTR) including access to applications, software enhancements, computer upgrades and new mobile phones. These types of requests are categorized as a 'request for service' and the Service Request Management teams identifies the process to handle service requests as 'request fulfillment'.

As a Service Desk SRM Technician, you will:

• Create and update computer objects in Microsoft Active Directory.

• Create and update functional accounts and mailboxes in Microsoft Active Directory.

• Support administration of network share folders through the addition and removal of share administrators.

• Reactivation/deactivation of user accounts including the transfer of user mailbox and data.

• Addition and removal of VIP and EVIP status including storage increase/decrease, mailbox transfers, and profile updates.

• Answer internal and external customer inquiries concerning submitted Service Requests via either by email or telephone.

• Schedule Field Service to perform a customer's requested move within a site.

• Take action on any customer issue and or coordinate the escalation of the issue to the applicable internal team for corrective action.

• Successfully resolve technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).

• Proactively assist customers to avoid or reduce problem occurrence.

• Participates in projects for process or quality improvements.

Basic Qualifications

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education

• Minimum of 6 months of tenure with the NMCI Service Desk

• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered

• 8570 certification - CompTIA Security +CE

• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.

• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.

• 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.

• Proficient with HPSM ticketing and Knowledge Management System.

• Must be a US Citizen.

• Able to work assigned shifts as needed, including overnights and weekends.

Preferred Qualifications

Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk

• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period

• Candidates with strong metrics in PAR and AHT

• Proactive learner who takes ownership of their own growth and career development

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.

Original Posting: September 2, 2026

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.

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.

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.

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.