Intermediate Service Desk Specialist

The role at CDM Smith involves resolving end user software and hardware related incidents and service requests, utilizing collaborative tools for troubleshooting. Incidents are escalated and assigned to other Information Technology (IT) staff members to ensure timely resolution. As a crucial member of the team, you would troubleshoot 2nd tier and escalated incidents, provide initial troubleshooting of 3rd tier incidents, and document incidents for review with IT Managers. Collaboration with other Service Desk IT staff is essential for issue resolution, as well as escalating service requests to appropriate IT groups or individuals when necessary. Updating and managing documents and information in the IT Knowledge Management System is a key responsibility. Participation in IT meetings and discussions related to service requests and active projects is expected. Following the direction of IT management to support major modifications to the global IT infrastructure and software environment is also part of the role. The minimum qualifications for this position include a High School diploma or equivalent with at least 3 years of related experience. Although there is no travel required for this role, domestic and/or international travel might be necessary based on specific duties and project demands. Equivalent additional directly related experience can be considered in lieu of a degree. Preferred qualifications for this role include strong interpersonal and customer relations skills, proficiency in written and verbal communications, expert organizational skills, advanced problem-solving techniques and systems analysis, experience with IT Service Management tools, advanced knowledge of IT related hardware, Microsoft Office, and Microsoft Windows operating systems. Experience supporting wireless and wired networks and their inter-operation with computer systems is also preferred. Furthermore, expertise in troubleshooting business software applications and familiarity with ServiceNow would be advantageous. Background checks, including criminal, employment, education, licensure, and credit checks, may be required for certain positions. Drug testing may also be conducted for designated roles. CDM Smith will conduct interviews before requesting a criminal background check for positions in the United States. Employment may be contingent upon the successful completion of background investigations. In summary, the role offers an opportunity to contribute to CDM Smith's mission by resolving IT incidents and service requests, collaborating with team members, and staying updated with IT infrastructure modifications. Joining CDM Smith provides a chance to work in a challenging, progressive, and inclusive environment that fosters personal growth and development.,