SMIT Service Desk SRM Technician

The SMIT Service Desk SRM Team has an opening for an experienced technician to work in our Norfolk VA office. The Service Request Management teams receive a wide variety of requests from Contract Technical Representatives (CTR) including access to applications software enhancements computer upgrades and new mobile phones. These types of requests are categorized as a request for service and the Service Request Management teams identifies the process to handle service requests as request fulfillment.

Primary Responsibilities

As a Service Desk SRM Technician you will:

• Create and update computer objects in Microsoft Active Directory.

• Create and update functional accounts and mailboxes in Microsoft Active Directory.

• Support administration of network share folders through the addition and removal of share administrators.

• Reactivation/deactivation of user accounts including the transfer of user mailbox and data.

• Addition and removal of VIP and EVIP status including storage increase/decrease mailbox transfers and profile updates.

• Answer internal and external customer inquiries concerning submitted Service Requests via either by email or telephone.

• Schedule Field Service to perform a customers requested move within a site.

• Take action on any customer issue and or coordinate the escalation of the issue to the applicable internal team for corrective action.

• Successfully resolve technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

• Respond to service product technical and customer-relations questions on subjects such as features specifications and repairs on current and discontinued products parts and options based on customer entitlement (for example warranty through enterprise).

• Proactively assist customers to avoid or reduce problem occurrence.

• Participates in projects for process or quality improvements.

Basic Qualifications

• High school education or equivalent and 1-3 years general experience or equivalent combination of experience and college level education

• Minimum of 6 months of tenure with the NMCI Service Desk

• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered

• 8570 certification - CompTIA Security CE

• Three months or more 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 both written and verbal communication.

• Proficiency with Microsoft PowerShell

• Strong problem-solving skills.

• Advanced knowledge of computer and networking technology.

• 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 Bachelors degree in Computer Science Engineering Business or related IT or equivalent work experience 2 years of experience on NMCI Service Desk

• 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

At Leidos we dont want someone who fits the moldwe want someone who melts it down and builds something better. This is a role for the restless the over-caffeinated the ones who ask whats next before the dust settles on whats now.

If youre already scheming step 20 while everyone else is still debating step 2 good. Youll fit right in.

Original Posting:

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.