[Hiring] Service Desk Knowledge Architect @Curtiss-Wright Corporation

Role Description

As a Service Desk Knowledge Architect, you will be responsible for leading the IT knowledge management strategy while serving as the technical lead for the service desk team. Your responsibilities include:

• Overseeing the creation, maintenance, governance, and continual improvement of knowledge articles, support documentation, standard operating procedures, and self-service resources.
• Improving first-call resolution and overall customer experience.
• Providing technical leadership and day-to-day guidance to service desk analysts.
• Acting as an escalation point for complex incidents.
• Training and mentoring staff.
• Driving operational consistency across IT support processes aligned with ITIL best practices.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 4+ years of experience in a similar role.
• Experienced with managing operational priorities, mentoring staff, handling escalations, and performing administrative tasks simultaneously.
• Experience with training new hires with different levels of IT.

Requirements

• Serve as technical team lead for the service desk by providing advanced troubleshooting support.
• Lead and manage the organization’s knowledge management program.
• Develop and deliver onboarding and ongoing training programs for new and existing service desk analysts.
• Work with the Service Desk Operations Manager to monitor and analyze service desk and knowledge management performance metrics.
• Keep knowledge articles, procedures, and troubleshooting documentation updated as systems, applications, and business processes change.

Benefits

• Paid Time Off
• 401K with Employer Match and Profit Sharing
• Health and Wellness Benefits
• Learning and Development Opportunities
• Referral Program
• Competitive Pay
• Recognition
• Employee Stock Purchase Plan
• Inclusive & Supportive Culture