CDM Smith Senior Service Desk Specialist in Boston, Massachusetts

Job Description:

The Senior Service Desk Specialist resolves end user software and hardware related incidents and service requests. Troubleshoots incidents using collaborative tools. Escalates and assigns incidents to other Information Technology (IT) staff members and ensures timely resolution of service requests.

As a member of this team, you would contribute to CDM Smith's mission by:

Troubleshoots 2nd tier and escalated incidents from Service Desk staff, and desktop team through use of phone, email and collaborative tools. May provide initial troubleshooting of 3rd tier incidents. Resolves incidents that includes software applications errors, hardware failures and network issues. Documents incidents and requests for review with IT Managers.

Consults with other Service Desk IT staff on issue resolution 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.

Follows direction of IT management to support major modifications to the global IT infrastructure and software environment as required.

Performs other duties as required.

Requisition ID:


Business Unit:


Job Title:

Senior Service Desk Specialist



CDM Smith Employment Type:


Minimum Qualifications:

Education: High School Diploma required.

Experience: 4 years of related experience.


•Strong interpersonal and customer relations skills.

•Proficiency in written and verbal communications.

•Expert organizational skills.

•Advanced use of problem solving techniques and systems analysis.

•Experience with IT Service Management tools.

•Advanced level 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.

•Applies expert knowledge of business software applications to troubleshoot incidents.

Travel: Domestic and international travel required.

Environmental Factors: Normal office environment with extended exposure to computer

screens. May be required to lift objects up to 65 lbs.

Preferred Qualifications:

ServiceNow experience is a plus

EEO Statement:

We attract the best people in the industry, supporting their efforts to learn and grow. We strive to create a challenging and progressive work environment. We provide career opportunities that span a variety of disciplines and geographic locations, with projects that our employees plan, design, build and operate—as diverse as the needs of our clients. CDM Smith is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Why CDM Smith?:

CDM Smith provides lasting and integrated solutions in water, environment, transportation, energy and facilities to public and private clients worldwide. As a full-service consulting, engineering, construction, and operations firm, we deliver exceptional client service, quality results and enduring value across the entire project life cycle.

Job Site Location:

Massachusetts - Boston

Agency Disclaimer:

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.

Amount of Travel Required:


Assignment Category: