Service Desk Analyst - Tier 1

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.

About the Opportunity

DMI is seeking a Service Desk Analyst - Tier 1 to provide first-level technical support to a federal client in Arlington, VA. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support.

Duties and 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.

Qualifications

Education and Years of Experience:

• 3-4 years of experience in a Help Desk or 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.

Preferred Skills:

• 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.

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Min Citizenship Status Required: US Citizenship Required

Physical Requirements: No Physical requirement needed for this position

Location: Arlington, VA

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. ***************** No Agencies Please ***************** Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.