Service Request Technician (SRM) Tier 2 Technician

Description Job Description:Looking for an exciting new step in your IT career?1901 Group (A Leidos Company) has an exciting Service Request Management (SRM) Tier 2 Technician opportunity working in our Meridian, ID office.POSITION SUMMARY:A highly motivated information technology technician responsible for being the second level contact for our escalated/complex customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.PRIMARY RESPONSIBILITIES: • After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve Level 2 issues where possible, and escalate to the appropriate work groups, when necessary. • Serve as an escalation point for technically difficult issues• Perform incident analysis to determine possible cause and potential fix• Ensure the major incident management process is followed during a major incident• Document status updates and communicate to necessary parties• Building and maintaining relationships with customers, peers, and support partnersCLEARANCE REQUIREMENT:• Must have Secret Clearance to start on the program or able to obtain a Secret clearance prior to start. (Interim Secret clearance acceptable to start)BASIC QUALIFICATIONS: • High School diploma and 2+ years of experience in an Information Technology Service Management (ITSM) role• Security+ CE, Network+ CE, or A+ CE or the ability to obtain one of these certifications within 90 days following start• Excellent customer service skills, to include strong verbal and written communication skills• Experience supporting Microsoft Office suite• Must be available to work non-standard hours during peak times.• Must be a US Citizen.PREFERRED QUALIFICATIONS:• Bachelor's degree in IT or a related fieldWho Are We?1901 Group (A Leidos Company) prides itself on looking ahead of our competitors for the next wave of IT trends. We provide our employees with training and development opportunities, preparing them for upcoming technical challenges. With primary office locations in Blacksburg and Reston, VA, our teams support customers from across the United States. Our innovative IT as-a Service delivery model is supported by industry certifications that ensure quality and efficient IT solutions.We are transforming the delivery of IT services through the use of enterprise managed services that leverage the cloud to securely monitor, manage, and optimize complex IT environments.The history of automation is what inspired the name of our company. 1901 was the year that another disruptive technology changed the world: the assembly line. Leveraging skills and materials in an efficient manner within a repeatable process that quadrupled output applies to IT services today.Pay Range: