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DMI · 8 hours ago

Service Desk Analyst

Texas, United States

Full-time

Onsite

Mid Level

4+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a skilled and customer-focused Service Desk Analyst – Tier 2 to support a federal client in Arlington, VA, responsible for resolving complex technical issues and providing escalated support to end users.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

SAM Pathak (He/Him)

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

Qualification

ServiceNowTechnical troubleshootingDesktop supportMicrosoft OfficeWindows Operating SystemsAnalytical skillsCommunication skillsProblem-solving skillsTeam collaboration

Required

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

Successful completion of a Public Trust background investigation and/or a Public Trust clearance

US Citizenship Required

Preferred

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

Benefits

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.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees