What are the responsibilities and job description for the Mid Service Desk Analyst, Technician position at DMI?
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI, LLC is seeking a Mid Service Desk Analyst, Technician to join us.
Duties and Responsibilities:
- Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.
- Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.
- Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.
- Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.
- Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.
- Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.
- Support ITSD knowledge database updates to improve self-service and technician reference materials.
Qualifications
Education and Years of Experience:
- High School Dipolma
- 2-4 Years of Experience
Required and Desired Skills/Certifications:
- ITIL Preferred
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No Physical requirement needed for this position.
Location: Atlanta, Georgia
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
- Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
- Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
- Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
- Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
