Service Desk Analyst

DMI•Remote,

4d•$69,528 - $83,434•Remote

About The Position

DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.

Requirements

High school diploma with 1-3 years of experience in IT support or help desk roles.
Knowledge of IT systems, infrastructure, and software development
Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
Effective communication with stakeholders, team members, and senior management.
Must be a U.S. Citizen

Nice To Haves

Certifications such as ITIL, or CompTIA A+ is a plus.

Responsibilities

Authenticate callers.
Create and document tickets with relevant user information.
Assist users in navigation and troubleshooting of system functionality.
Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
Resolve common and recurring user issues, including: Creating a profile, Submitting travel requests and expense reports, Pull reports and complete datacalls/document requests for audit items, Troubleshooting system errors, Approving travel requests or expense reports, Changing user access roles.
Assign complex tickets to Tier 2 for advanced research and resolution.
Provide users with ticket numbers and status updates.
Notify users of outages or service‑impacting events.
Refer users to training materials or documentation as appropriate after walking them through the process in question.
Assess urgency and impact to establish ticket priority.
Determine whether to escalate issues based on severity and complexity.