IT Service Desk Analyst

DMI Mobile Enterprise Solutions • Arlington, VA

98d

About The Position

DMI is looking for a Service Desk Analyst to support a federal customer in Dallas, TX. The role involves providing Tier I-II support to users on a variety of issues, responding to telephone calls, emails, and personnel requests for technical support, logging and prioritizing calls, and providing reports as required on Service Level Agreements (SLAs). The analyst will document, track, and monitor problems to ensure timely resolution, possess strong customer service and communication skills, analyze, evaluate, and test software and hardware problems, and handle a heavy call volume.

Requirements

• Experience using Microsoft Office tools
• Windows Operating Systems
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of ServiceNow ticket system; creating, updating and closing tickets
• Experience with computer terms and customer service operations
• US Citizenship Required

Responsibilities

• Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
• Responds to telephone calls, email and personnel requests for technical support
• Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Possess strong customer service and communications skills
• Analyze, evaluate, and test software and hardware problems
• Handle heavy call volume

Benefits

• Virtual health visits
• Commuter perks
• Pet insurance
• Entertainment discounts
• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities
• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools
• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts
• Healthcare coverage
• Wellness programs
• Flu shots
• Biometric screenings

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 1,001-5,000 employees