What are the responsibilities and job description for the Mid Service Desk Liaisons (SDLs) position at DMI?
About DMI:
Duties and Responsibilities:
Physical Requirements: No Physical requirement needed for this position.
Working at DMI
***************** 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.
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100 employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:
DMI, LLC is seeking a Mid Service Desk Liaisons (SDLs) to join us.
Duties and Responsibilities:
- Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
- Provide guidance and training to users on IT policies, procedures, and self-service resources.
- Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
- Escalate complex or high-priority incidents to the appropriate support teams or management.
- Analyze incident trends and recurring issues, recommending proactive solutions.
- Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
- Assist in change management processes, ensuring users are informed of IT changes and system outages.
- Identify opportunities for service desk process improvements to enhance user experience and efficiency.
- Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
- Generate reports on service desk performance, user feedback, and common technical issues.
- Provide first-level troubleshooting for common technical problems and escalate when necessary.
- Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.
Education and Years of Experience:
- Bachelor of Science in Information Technology or other related field
- 2-4 Years of Experience supporting the Service Desk
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 wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
- 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, and 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 help provide financial stability for each DMI employee.
- Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, 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.
