Service Desk Tier I Technician

Leidos LLC; Norfolk (VA); On-site; USD 36,000 - 56,000; Full time

Job summary

Leidos LLC is seeking an entry-level SMIT Service Desk Technician for our Norfolk, VA office. The role involves Tier I technical support for software, hardware, and network issues, plus user account management and active directory tasks.

The candidate will diagnose problems and guide users through solutions, with occasional remote issue resolution using management tools. The position requires a high school diploma or equivalent, 8570-certified (Network+ and A+), strong communication skills, and

Qualifications

• High school education or equivalent with 1 year of general experience or a combination of experience and college education.
• 8570 certification - CompTIA Network+, A+ required.
• Superior written and verbal communication skills.
• Strong problem-solving abilities and documentation of issues, steps, and resolutions.
• Ability to understand NMCI internal structure, processes and tools.
• Proficiency with ticketing and knowledge management systems.
• U.S. Citizenship and ability to obtain/maintain interim or secret clearance.
• Flexibility to work assigned shifts, including overnights and weekends.

Responsibilities

• Analyze user issues using standard troubleshooting methods.
• Use automated tools to implement routine solutions.
• Prioritize incoming requests and manage time effectively.
• Resolve issues independently or with teammates.
• Escalate to higher tier support when needed.
• Assist users with information and training on databases.
• Instruct users on PCs and networks and document actions taken.
• Communicate effectively by phone and email.
• Follow standard work instructions and document work per policy.

Skills

Troubleshooting

Ticketing system

Documentation

Communication

Customer support

Team collaboration

Education

CompTIA Network+

CompTIA A+

High school diploma or equivalent

Tools

NMCI tools

Knowledge Management System

Ticketing system

Job 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

• 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

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: 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: 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.

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

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

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

Securing 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.