Mid -level Service Desk Analyst, Technician

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

DMI, LLC is seeking a Mid-level Service Desk Analyst, Technician to join us. 

• →Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.
• →Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.
• →Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.
• →Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.
• →Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.
• →Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.
• →Support ITSD knowledge database updates to improve self-service and technician reference materials.

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.

• High School Diploma
• 4+ Years of Experience in Desk-side Support

• ITIL Preferred