Mid -level Service Desk Analyst, Technician

DMI•Atlanta, GA

7d•Onsite

About The Position

DMI, LLC is seeking a Mid-level Service Desk Analyst, Technician to join their team. This role serves as the initial point of contact for IT support for CDC personnel, handling inquiries and requests via ServiceNow, phone, email, and chat. The analyst will provide courteous and professional service, perform initial diagnosis and troubleshooting of IT incidents, and strive for immediate resolution. All incidents must be documented and tracked in CDC’s ITSM platform (ServiceNow), including issue type, symptoms, and resolution notes. The role involves utilizing remote control tools for incident resolution and escalating unresolved tickets per SLAs with a warm handoff. Additionally, the analyst will monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly, and support ITSD knowledge database updates.

Requirements

High School Diploma
4+ Years of Experience in Desk-side Support
Must be a U.S. Citizen

Nice To Haves

ITIL Preferred

Responsibilities

Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.
Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.
Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.
Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.
Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.
Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.
Support ITSD knowledge database updates to improve self-service and technician reference materials.