Service Desk Tier I Technician

Leidos; Norfolk (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Leidos is seeking an entry-level Service Desk Tier I Technician to support our Norfolk, VA office. You will diagnose and resolve basic software, hardware, and network issues, manage user accounts, and provide AD support using standard procedures.

You will handle tickets from multiple channels, document steps, and collaborate with teammates. A positive, proactive attitude and solid communication are essential for success in a fast-paced environment.

Qualifications

• Must have 8570 certification - CompTIA Network+ and A+
• Excellent written and verbal communication skills
• Strong problem-solving abilities and documentation of steps taken

Responsibilities

• Analyze user reported issues using standard troubleshooting practices.
• Use automated tools to implement routine solutions.
• Prioritize incoming requests and manage tasks efficiently.
• Resolve issues independently or escalate as needed.
• Provide user training and information on databases and tools.
• Instruct users on PC and network usage and best practices.
• Maintain clear, professional communication via phone and email.

Skills

CompTIA Network+ A+

Verbal communication

Written communication

Problem solving

Documentation

US Citizenship

Security clearance

Education

High school diploma or equivalent

IT related college level education

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,user account support, as well as active directory account management 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.They also provide remote issue resolution using administrative management tools.

Primary Responsibilities

As a Service Desk Tier I Technician, you will:

• Analyze user reported issues using industry standard best practices such as the CompTIA six step troubleshooting methodology.
• Use automated tools to implement routine solutions.
• 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.
• 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.

Basic Qualifications

• High school education or equivalent and a minimum of 1 year general experience, or equivalent combination of experience and college level education
• 8570 certification - CompTIA Network +, A +
• Superior skills in both written and verbal communication.
• Strong problem-solving skills.
• Can effectively document issues, troubleshooting steps, and resolutions implemented.
• Ability to understand 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.
• Must have active interim or secret clearance.

Preferred Qualifications

• Security + certification
• IT Related college level education

Original Posting

October 6, 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

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.

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, 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.

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.