Service Desk Tier I Technician

Leidos; Norfolk (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Leidos in Norfolk, VA is seeking an entry-level Service Desk Tier I Technician to provide first-line support for software, hardware and network issues. You will diagnose problems, guide users through solutions, and document steps in our ticketing and knowledge systems.

The role requires a high school diploma or equivalent, CompTIA Network+ and A+ (8570), strong communication, and US citizenship with an active interim or secret clearance. Shift work including overnights and weekends is expected.

Qualifications

• High school education or equivalent; at least 1 year general experience or equivalent college-level education.
• 8570 certification - CompTIA Network+, A+.
• Excellent written and verbal communication; strong problem-solving.
• US citizen with ability to obtain interim or secret clearance.

Responsibilities

• Analyze user issues using industry standard best practices such as the CompTIA six step troubleshooting methodology.
• Use automated tools to implement routine solutions.
• Review incoming requests, prioritize tasks, and manage time efficiently.
• Resolve problems independently or with the team; escalate to next tier as needed.
• Support users by providing information and training on databases.
• Instruct users in the use of PCs and networks.
• Demonstrate critical thinking to understand complex systems.
• Handle multiple tasks in a high-pressure environment.

Skills

Communication

Problem solving

Documentation

Time management

Education

High school diploma or equivalent

IT-related college coursework

Tools

Ticketing System

Knowledge Management 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:

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

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 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.