Help Desk Analyst

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, LLC is seeking a Help Desk Analyst to join us.

Duties and Responsibilities:

• Identify, research, and resolve customer requests in relation to incident, problem, and change management procedures for 90+ COTS and Custom applications.
• Document, track and monitor end user requests through resolution.
• Actively engage with the end user to achieve a high level of customer satisfaction.
• Assign username, password, and access right permissions for proprietary applications, as well as client software.
• Utilize various communication methods (E-mail, IM and Phone) to provide support to the end-user.
• Troubleshoot technical issues and coordinate between Tier II Helpdesk employees, developers, and end users.
• Analysts shall understand and be able to operate and navigate through web-based, menu driven systems and shall be able to educate end users on navigational procedures, system features, and abilities.
• Coordinate with other team members to maintain standard operation manuals.
• Perform other duties as assigned.

Qualifications

Education and Years of Experience:

• Associates Degree
• 2 years of experience in technical supporting roles
• Application support help desk experience

Required and Desired Skills/Certifications:

• Ability to demonstrate critical thinking and complex problem-solving skills with a strong attention to detail and accuracy. Able to work on assignments that are moderately difficult, requiring judgment in resolving issues.
• Excellent communication skills, both verbal and written, are required across both business and technical audiences.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Candidates must have strong time management skills. Entry level position but a steppingstone for Jr. Developers, Business Analyst, or QA testers.
• Ability to keep up with technological changes and advancements.
• Ability to take multi-step directions.
• Ability to self-start on tasks.
• Ability to ask for help.
• Experience with Microsoft365 enterprise environment.
• Ability to work within a service desk tier system with a focus on teamwork.
• Positive and self-motivated with the abilityt o change priorities on demand.
• ITIL v3 or V4 certification (desired).
• ServiceNow experience (desired).
• Salesforce Administrative Experience (desired).

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirement is needed for this position.

Location: Remote, US

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** 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.