• 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.