SMIT Service Desk Technical Lead/Onsite Support

Description

Summary: The SMIT Service Desk is seeking an experienced Technical Lead to provide Tier I assistance, onsite support, and technical training while mentoring agents. Highlights: 1. Provide Tier I assistance through mentoring and coaching 2. Troubleshoot, repair, and manage hardware, software, and network systems 3. Lead and follow-up on technical training sessions Apply Now Description The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction. In addition, this Technical Lead will provide onsite support to troubleshoot, repair, and manage hardware, software, and network systems. It is essential for tasks requiring physical access and hands-on hardware repairs. Primary Responsibilities As a Service Desk Technical Lead/Onsite Support, you will: Provide onsite support. Troubleshoot, repair, and manage hardware, software, and network systems onsite. Monitor Teams Ch to assist Tier I Agents. Assist with training sessions and performance progression. Prepare for, lead, and follow-up on technical training sessions. Track agent performance. Assist Supervisor with ticket analysis. Research mishandled tickets th get sent back to the team. Provide escalion follow-up. Mentor and provide operional support to agents. Coordine with OST to ensure additional operional support coverage for the team. Coordine knowledge development and disseminion -Lead Service Desk Tier I team toward delivery of organizional goals. Position team toward delivery of Enterprise metrics. Assist and train SvD agents. Provide environment for continued agent development. Communice effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s. Basic Qualificions High school educion or equivalent and 1-3 years general experience, or equivalent combinion of experience and college level educion. 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 certificion - CompTIA Security +CE. Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role. Ability to tain Flank Speed Tier 1.5 qualificion within 30 days. Superior skills in both written and verbal communicion. 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 Qualificions Candides Bachelor's degree in Computer Science, Engineering, Business, or reled IT or equivalent work experience 2 years of experience on NMCI Service Desk. Candides with fewer than 4 tendance occurrences in a rolling 90-day period. Candides with strong metrics in PAR and AHT. Proactive learner who takes ownership of their own growth and career development. If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the stus 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 step 30 — and moving faster than anyone else dares. Original Posting: May 29, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipes th this job requisition will remain open for least 3 days with an anticiped close de of no earlier than 3 days after the original posting de 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 compension or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, educion, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market da, applicable bargaining agreement (if any), or other law. About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovions. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximely $16.7 billion for the fiscal year ended January 3, 2025. For more informion, visit www.Leidos.com. Pay and Benefits Pay and benefits are fundamental to any career decision. Th's why we craft compension packages th reflect the importance of the work we do for our customers. Employment benefits include competitive compension, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available www.leidos.com/careers/pay-benefits. Securing Your Da Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-reled informion during any part of the employment applicion process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communice with you through emails th are genered by the Leidos.com automed system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhsApp, Telegram, etc. If you received an email purporting to be from Leidos th asks for payment-reled informion or any other personal informion (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediely by emailing us LeidosCareersFraud@leidos.com. If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission. Commitment to Non-Discriminion All qualified applicants will receive considerion for employment without regard to sex, race, ethnicity, age, nional origin, citizenship, religion, physical or mental disability, medical condition, genetic informion, pregnancy, family structure, marital stus, ancestry, domestic partner stus, sexual oriention, gender identity or expression, veteran or military stus, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. Apply Now