IT Service Desk Analyst

DMI•Arlington, VA

About The Position

DMI is seeking a Service Desk Analyst – Tier 1 to provide first-level technical support to a federal client in Arlington, VA. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support.

Requirements

3–4 years of experience in a Federal IT Service Desk environment.
Proficiency in Microsoft Office and Windows Operating Systems.
Familiarity with ServiceNow or similar IT Service Management tools (creating, updating, and closing tickets).
Excellent written and verbal communication skills.
Strong interpersonal and problem-solving skills, with the ability to analyze and resolve issues efficiently.
Experience handling high call volumes in a fast-paced environment.
Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
US Citizenship Required

Nice To Haves

Previous experience supporting federal government clients.
Must be able to work flexible shifts, including nights and weekends, as needed.
Ability to obtain security clearance.

Responsibilities

Respond to incoming Help Desk inquiries via phone or email providing Tier I support.
Log, prioritize, and track service requests using ServiceNow or similar ticketing systems, ensuring issues are resolved in alignment with established Service Level Agreements (SLAs).
Troubleshoot hardware and software issues across various systems, including Windows OS and Microsoft Office applications.
Maintain detailed documentation of issues, resolutions, and user communications.
Provide exceptional customer service by actively listening, communicating clearly, and following through to resolution.
Manage high volumes of support requests effectively while maintaining a professional demeanor.