IT Service Desk Analyst*

Digital Management • Montpelier, VT

200d

About The Position

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.

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.

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.

Benefits

• 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.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed