Service Desk Tier 1 Technician

Leidos; Norfolk (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

Leidos is seeking an entry-level IT technician for the SMIT Service Desk in Norfolk, VA. You will provide Tier I technical support for software, hardware, and networks, guiding users through step-by-step solutions and escalating when needed.

Responsibilities include analyzing routine situations, prioritizing requests, documenting fixes, and collaborating with teammates to resolve issues. Must be a US citizen and able to work varied shifts, including nights and weekends.

Qualifications

• High school education or equivalent with 1–3 years general experience.
• 8570 certification: Network+, A+, or Security+ CE.
• Strong written and verbal communication.
• Ability to document issues, troubleshooting steps, and resolutions.
• Must be a US Citizen.
• Able to work assigned shifts including overnights and weekends.

Responsibilities

• Use automated information systems to analyze routine situations.
• Review incoming requests, classify and prioritize tasks to manage time efficiently.
• Resolve problems independently or with team; escalate as needed.
• Support users by providing information and training on databases.
• Instructs users in the use of PCs and networks.
• Demonstrate critical thinking to understand complex systems.
• Handle multiple tasks in a high-pressure environment.
• Interact with individuals at all organizational levels.
• Develop peer mentoring skills and effective communication.

Skills

Strong communication

Problem solving

Documentation

Education

High school diploma or equivalent

Tools

HPSM ticketing

Knowledge Management System

Job description

Description

The SMIT Service Desk Tier I Team has an opening for an entry level technician to work in our Norfolk, VA office. This team provides Tier I technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide technical support issues for end-users of the organization's products and services.

Primary Responsibilities

• Use automated information systems to analyze routine situations.
• Review incoming requests, both computer generated and verbal, then sort, code and take initiative to prioritize tasks for proper action to manage time efficiently.
• Resolve problems independently or collaborate with team mates to resolve issues. Escalates to next tier technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Instructs users in the use of PCs and networks.
• 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.
• Demonstrate excellent phone and email support with effective verbal and written communication skills.

Basic Qualifications

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
• 8570 certification - CompTIA Network +, A +, or Security +CE
• Superior skills in both written and verbal communication.
• Strong problem-solving skills.
• 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 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

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.

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.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.