Service Desk RDM Tier II Technician

About the role

The SMIT Service Desk RDM Tier II Team in the Norfolk, VA office is looking for an experienced technician. The team handles escalated issues from Tier I and resolves technical software, hardware and network problems for clients, managing network devices as well as end-user machines such as printers and scanners. It uses advanced server-based tools, conducts research and creates knowledge articles.

Key responsibilities

• Review incoming computer-generated and verbal requests, sort, code and prioritize them to manage time efficiently.
• Develop and use automated tools to implement solutions.
• Provide peer mentoring to Tier I agents.
• Support customers by phone and email with clear verbal and written communication.
• Follow standardized work instructions and document completed work according to policy.
• Resolve problems independently or with teammates, and interact with higher-tier groups such as Engineering and Network Operations.
• Collaborate with customer and industry partners on complex problems and work on many tasks at once in a high-pressure environment.
• Create new knowledge articles and develop peer mentoring skills.

Required profile

• High school education or equivalent and at least 2 years of relevant IT experience, or an equivalent combination of experience and college-level education.
• At least 6 months of tenure with the NMCI Service Desk in good standing.
• 8570 IAT II certification, such as CompTIA Security+ CE or equivalent.
• Three months or more of experience supporting NNPI and/or SIPR in a Tier 1 role.
• US citizenship; able to work assigned shifts, including overnight and weekends.
• Preferred: bachelor's degree in Computer Science, Engineering, Business or a related IT field, or 2 years of NMCI Service Desk experience; preferred also: Microsoft AZ-900 and/or AZ-104 certifications.

Required skills

• Proficiency with Microsoft PowerShell.
• Advanced knowledge of computer and networking technology.
• Ability to document issues, troubleshooting steps and resolutions.
• Understanding of NMCI internal structure, processes and tools.
• Effective use of ticketing and knowledge management systems.