What are the responsibilities and job description for the Service Desk Technician position at Dexterra Group?
Company Description
CMI is now a part of the Dexterra Group!
CMI Management LLC is headquartered in Alexandria, VA and is a proven provider of efficient business, technology and facilities management solutions designed to help government and commercial clients reduce operational costs, operate at optimum performance and access the information needed for daily and long-term productivity. CMI has been in business for over 30 years and is well established in the federal contracting arena. Please visit www.cmimgmt.com to learn more about our company!
Job Description
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.
Key Job Functions
Service Request & Incident Management
COMPETENCIES FOR SUCCESS
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.
CMI is now a part of the Dexterra Group!
CMI Management LLC is headquartered in Alexandria, VA and is a proven provider of efficient business, technology and facilities management solutions designed to help government and commercial clients reduce operational costs, operate at optimum performance and access the information needed for daily and long-term productivity. CMI has been in business for over 30 years and is well established in the federal contracting arena. Please visit www.cmimgmt.com to learn more about our company!
Job Description
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.
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
- 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.
- 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.
COMPETENCIES FOR SUCCESS
- Teamwork
- Results orientation/operational excellence
- Holding self and other accountable
- Operational business thinking
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.