Service Desk Analyst

DMI • Arlington, VA

68d

About The Position

DMI is seeking a skilled and customer-focused Service Desk Analyst – Tier 2 to support a federal client in Arlington, VA. This position plays a key role in resolving complex technical issues and providing escalated support to end users. The ideal candidate will have 4–5 years of relevant experience, strong technical troubleshooting skills, and a commitment to delivering excellent service.

Requirements

• 4–5 years of experience in a Service Desk or technical support role, with a strong track record in Tier 1 support.
• Proficiency with Microsoft Office products and Windows Operating Systems.
• Solid experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Strong understanding of desktop support concepts, including user account management, permissions, and troubleshooting system applications.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills with the ability to work independently and in a team environment.
• Ability to manage multiple priorities and resolve issues under pressure.

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 a security clearance.

Responsibilities

• Provide advanced (Tier 1) technical support for hardware, software, and other issues.
• Analyze, troubleshoot, and resolve more complex IT incidents and service requests through phone, email, and remote tools.
• Maintain and update records in the ticketing system (ServiceNow), ensuring accurate documentation of all issues and resolutions.
• Work collaboratively with other IT teams, to escalate and resolve persistent or critical problems.
• Identify recurring issues and recommend improvements to reduce future incidents.
• Monitor system performance and user feedback to proactively address potential issues.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Bachelor's degree