The Service Desk Technician provides Tier 1 support, ensuring timely resolution of incidents and service requests, proactive monitoring, and effective escalation at CMI鈥檚 customer site in Washington, DC.
Key Job Functions
Service Request & Incident Management
- Deliver IT support both remotely (via Teams, phone, email) and onsite, providing timely and effective assistance regardless of user location.
- Own end to end handling of tickets in the ITSM platform: log, classify, prioritize, resolve, and, when needed, escalate to the appropriate resolver groups; maintain continuous communication with customers until closure.
- Monitor ticket queues and contribute to monthly KPI and backlog reviews.
- Participate in Major Incident communications and post incident documentation; support Problem investigations to prevent recurrence.
- Contribute to Major Incident, Problem, Change, and Configuration processes
- Maintain an up-to-date knowledge base, driving a consistent, high quality service experience
Microsoft 365 & Collaboration Support
- Provide first line support for Outlook, Teams, SharePoint, OneDrive and other Office 365 applications.
- Provide technical support for high-level virtual meetings, including meeting room setup, role configuration, and live interpretation support.
Device and Peripheral Support
- Setup, troubleshooting and replacement of laptops, docking stations, monitors, keyboards, mice, and webcams.
- Troubleshooting printer errors (paper jams, toner replacement).
- Guide users through mobile device enrollment and compliance remediation; perform supported helpdesk actions (sync, retire, wipe, passcode reset) per policy; collaborate with endpoint admins on escalations.
- Track corporate mobile enrollment and compliance status and update shared logs/records as part of service delivery.
Operational Monitoring & Integrations
- Monitor service alerts/events and act or escalate per SOPs; support simple automation/integration scenarios.
- Apply ITIL-aligned practices across Incident/Request/Change/Configuration processes.
Knowledge & Documentation
- Create and maintain KB articles, user guides, and runbooks; suggest improvements to service workflows and policies; contribute to continuous improvement initiatives.
- Develop and share user guides, job aids, and training materials to promote self-service, digital literacy, and efficient use of IT resources.
Service Quality & Reporting
- Adhere to SLAs and report on KPIs (e.g., response times, resolution rates, backlog aging); share weekly/monthly performance snapshots with stakeholders.