Service Desk Technician

The Service Desk Technician provides Tier 1 support ensuring timely resolution of incidents and service requests proactive monitoring and effective escalation at CMIs 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.

Qualifications :

• Technical diploma/degree in IT or related field
• Microsoft and ITIL certifications are an advantage
• Must be bi-lingual (English/Spanish)
• Hands on Service Desk experience in a global or multicultural environment using an ITSM tool.
• Working knowledge of Microsoft 365 apps and admin portals; basic Exchange Online mailbox/calendar administration.
• Familiarity with ITIL practices; ability to contribute to Major Incident Problem Change Configuration activities.
• Strong customer service communication and troubleshooting skills; clear concise ticket documentation.

Additional Information :

COMPETENCIES FOR SUCCESS

• Teamwork
• Results orientation/operational excellence
• Holding self and other accountable
• Operational business thinking

All your information will be kept confidential according to EEO guidelines.

CMI is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin age disability protected veterans status Indigenous status or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

Remote Work :

No

Employment Type :

Full-time