Troubleshoots routine 1st tier incidents such as access rights management issues, software applications errors, hardware failures and questions related to email, collaborative tools and websites, etc. Responds to IT related requests for information via phone, email and collaborative tools. Assigns incident and user requests to IT staff based on criticality using IT Service Management tools. Determines priority of service requests with guidance and accurately records them based on impact and urgency. Collaborates with IT staff on issue resolutions and escalates service requests to appropriate IT groups or individuals as required. Adds updated and removes obsolete documents and information stored in the IT Knowledge Management System. Participates in IT meetings and group discussions related to service requests and active projects. Supports major modifications to the global IT infrastructure and software environment as required. Performs other duties as required.
0-3 years of experienceGood interpersonal and customer relations skillsProficiency in written and verbal communicationsGood organizational skillsUse of problem solving techniques and systems analysisExperience with IT Service Management toolsRequires practical knowledge of IT related hardware, Microsoft Office and Microsoft Windows operating systemsExperience supporting wireless and wired networks and there inter-operation with computer systemsAvailability to work on-call at least one weekend per monthAssignment Category
Amount of Travel Required
All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.