SMIT Service Desk RDM Tier 2 Technician

Service Desk RDM Technician

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

Pay Range: $25 - $28

Primary Responsibilities

As a Service Desk RDM Technician, you will:

• 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
• 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 Bachelor's 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.

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