DMI is seeking a Service Desk Analyst - Tier 1 to join us. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support.
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.
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.
Previous experience supporting federal government clients.
Must be able to work flexible shifts, including nights and weekends, as needed.
Ability to obtain security clearance.
Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
Development - Annual performance reviews, tuition assistance, and internal career growth opportunities.
Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools.
Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.