[Hiring] Service Desk Analyst @DMI

Role Description

DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.

• Authenticate callers.
• Create and document tickets with relevant user information.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Resolve common and recurring user issues, including:
  • Creating a profile
  • Submitting travel requests and expense reports
  • Pull reports and complete datacalls/document requests for audit items.
  • Troubleshooting system errors
  • Approving travel requests or expense reports
  • Changing user access roles
• Assign complex tickets to Tier 2 for advanced research and resolution.
• Provide users with ticket numbers and status updates.
• Notify users of outages or service‑impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process in question.
• Assess urgency and impact to establish ticket priority.
• Determine whether to escalate issues based on severity and complexity.

Qualifications

• High school diploma with 1-3 years of experience in IT support or help desk roles.
• Certifications such as ITIL, or CompTIA A+ is a plus.
• Knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations, compliance, and security standards (e.g., NIST).
• Effective communication with stakeholders, team members, and senior management.
• Must be a U.S. Citizen.

Requirements

• No physical requirements needed for this position.

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.