Jr. Service Desk Analyst, Technician

DMI • Atlanta, GA

52d • Onsite

About The Position

DMI, LLC is seeking a Junior Service Desk Analyst, Technician to join their team. This role involves providing Level 1 IT support to CDC personnel through various communication channels, troubleshooting IT issues, documenting interactions, and supporting remote troubleshooting efforts. The analyst will also verify ticket closures to ensure customer satisfaction and service restoration.

Requirements

• High School Diploma
• 2+ Years of Experience in Deskside Support
• Must be a U.S. Citizen

Nice To Haves

• ITIL Preferred

Responsibilities

• Assist CDC personnel with Level 1 IT support requests through ServiceNow, email, phone, and chat channels.
• Conduct initial troubleshooting and analysis of reported IT issues, escalating unresolved incidents as necessary.
• Document customer interactions, resolutions, and escalations accurately in ServiceNow.
• Support remote troubleshooting efforts using approved remote access tools.
• Verify ticket closure with customers to ensure satisfaction and service restoration before finalizing incidents.
• Maintain professional communication standards and provide courteous support to all users.

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
• Education Level: High school or GED