Service Desk SRM Technician — AD & IT Operations

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

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.