IT Service Desk Analyst

Digital Management Llc; Dallas, City of Albany (TX, NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Analyst, where you'll provide essential support to federal clients in a dynamic environment. This role focuses on delivering top-notch technical assistance, ensuring user satisfaction through effective communication and problem-solving. You'll engage with a diverse team while working with industry-leading clients, enhancing your skills and contributing to meaningful projects. With a commitment to employee well-being, this organization offers a range of perks and benefits to support your professional growth and personal development. If you're passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Health Insurance

Pet Insurance

Commuter Benefits

Tuition Assistance

401k Matching

Wellness Programs

Employee Recognition Programs

Flu Shots

Biometric Screenings

Discount Tickets

Qualifications

• Experience in providing Tier I-II support for various technical issues.
• Strong communication and customer service skills are essential.

Responsibilities

• Provide Tier I-II support to users via phone and email.
• Log and prioritize calls, ensuring timely resolution of issues.

Skills

Customer Service Skills

Communication Skills

Problem Analysis

Technical Support

Education

High School Diploma

Experience with IT Support

Tools

Microsoft Office

ServiceNow

Windows Operating Systems

Job description

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 looking for a Service Desk Analyst to support a federal customer in Dallas, TX.

Duties and Responsibilities:

1. Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
2. Respond to telephone calls, email, and personnel requests for technical support
3. Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
4. Document, track, and monitor the problem to ensure a timely resolution
5. Possess strong customer service and communication skills
6. Analyze, evaluate, and test software and hardware problems
7. Handle heavy call volume

Qualifications

Preferred Skills:

1. Experience using Microsoft Office tools
2. Windows Operating Systems
3. Strong customer service and strong communication skills (both written and verbal)
4. Excellent interpersonal skills, especially the ability to listen and understand what is being described
5. Working knowledge of ServiceNow ticket system; creating, updating, and closing tickets
6. Experience with computer terms and customer service operations

Min Citizenship Status Required: US Citizenship Required

Physical Requirements: No physical requirement needed for this position.

Location: Dallas, TX

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. 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 well-being:

1. Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
2. Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
3. Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
4. Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
5. 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.