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DMI · 2 months ago

Help Desk Systems Administrator

Washington, DC

Full-time

Onsite

Mid Level

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Help Desk Systems Administrator to manage ITSM modules, support ServiceNow platform integrations, and enhance system functionality through data-driven analysis and user management.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Proficient in ITSM modules, including Incident Management, Request Management, Change Management, and Problem Management with strong understanding of IT Asset Management (ITAM) and its integration with ITSM

Experience with ServiceNow platform, including Integration Hub and third-party software integrations and is familiar with platform functions such as integrations, workflows, scripting, and Glide scripting

Experience in data-driven analysis, with experience in creating reports, dashboards, and performance analytics

Familiar with automated test frameworks to enhance system functionality and performance

Experience in user, group, and role management, including configuration and proficiency in configuration, including setting up workflows

Ability to diagnose and resolve technical issues efficiently and have knowledge of best practices for maintaining IT systems

Maintains accurate records of user interactions and resolutions and prepares regular reports on help desk performance

Stays up to date with the latest developments in ITSM tools, platforms, and best practices

Adapts to evolving technical environments and user requirements

Qualification

ServiceNowITSM modulesSecurity+ certificationData-driven analysisUser managementTechnical issue resolutionRecord maintenanceAdaptability

Required

Experience in data-driven analysis, with experience in creating reports, dashboards, and performance analytics

Familiar with automated test frameworks to enhance system functionality and performance

Experience in user, group, and role management, including configuration and proficiency in configuration, including setting up workflows

Ability to diagnose and resolve technical issues efficiently and have knowledge of best practices for maintaining IT systems

Maintains accurate records of user interactions and resolutions and prepares regular reports on help desk performance

Stays up to date with the latest developments in ITSM tools, platforms, and best practices

Adapts to evolving technical environments and user requirements

New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 days of their start date

Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles

Must be a U.S. Citizen

Benefits

Virtual visits through health insurance

Pet insurance

Commuter benefits

Discount tickets for movies

Travel

Annual performance management

Continuing education

Tuition assistance

Internal job opportunities

Career enrichment and advancement

Generous 401k matches both pre-tax and post-tax (ROTH) contributions

Financial wellness education

EAP

Life Insurance

Disability

Annual Awards ceremony

Service anniversaries

Peer-to-peer acknowledgment

Employee referral bonuses

Healthcare benefits

Wellness programs

Flu Shots

Biometric screenings

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