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DMI · 7 hours ago

IT Service Desk Analyst

Virginia, United States

Full-time

Onsite

Mid Level

3+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Service Desk Analyst – Tier 1 to provide first-level technical support to a federal client, focusing on customer service and technical troubleshooting.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Respond to incoming Help Desk inquiries via phone or email providing Tier I support

Log, prioritize, and track service requests using ServiceNow or similar ticketing systems, ensuring issues are resolved in alignment with established Service Level Agreements (SLAs)

Troubleshoot hardware and software issues across various systems, including Windows OS and Microsoft Office applications

Maintain detailed documentation of issues, resolutions, and user communications

Provide exceptional customer service by actively listening, communicating clearly, and following through to resolution

Manage high volumes of support requests effectively while maintaining a professional demeanor

Qualification

Microsoft OfficeWindows Operating SystemsServiceNowCustomer ServiceTechnical TroubleshootingWritten CommunicationVerbal CommunicationInterpersonal SkillsProblem-Solving Skills

Required

3–4 years of experience in a Federal IT Service Desk environment

Proficiency in Microsoft Office and Windows Operating Systems

Familiarity with ServiceNow or similar IT Service Management tools (creating, updating, and closing tickets)

Excellent written and verbal communication skills

Strong interpersonal and problem-solving skills, with the ability to analyze and resolve issues efficiently

Experience handling high call volumes in a fast-paced environment

Successful completion of a Public Trust background investigation and/or a Public Trust clearance

US Citizenship Required

Preferred

Previous experience supporting federal government clients

Must be able to work flexible shifts, including nights and weekends, as needed

Ability to obtain security clearance

Benefits

Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.

Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.

Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.

Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.

Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees