Service Desk Technician

Dexterra•Washington, DC

8h•$32 - $34•Onsite

About The Position

The Service Desk Technician provides Tier 1 support, ensuring timely resolution of incidents and service requests, proactive monitoring, and effective escalation at CMI’s customer site in Washington, DC.

Requirements

Technical diploma/degree in IT or related field
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.

Nice To Haves

Microsoft and ITIL certifications are an advantage

Responsibilities

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
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.
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.
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.
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.
Adhere to SLAs and report on KPIs (e.g., response times, resolution rates, backlog aging); share weekly/monthly performance snapshots with stakeholders.