SMIT Service Desk Tier 1 Technician

Primary Responsibilities

As a Service Desk Tier I 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

• 8570 certification - CompTIA Network +, A +, or Security +CE

• Superior skills in both written and verbal communication.

• Strong problem-solving skills.

• 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.

• Must have active interim or secret clearance.

Preferred Qualifications

• Associate’s degree or higher in information technology, or related IT or equivalent work experience, or 1 year of experience on NMCI Service Desk.

• Proactive learner who takes ownership of their own growth and career development.