IT Service Desk Liaison — Proactive User Support

DMI; Atlanta (GA); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Tuition assistance

401(k) match

Healthcare coverage

Job summary

DMI is seeking a Mid Service Desk Liaison (SDL) to join our team in Atlanta, GA. The role focuses on frontline IT support, incident tracking, and guiding users through IT policies and self-service tools under standard SLAs.

Ideal candidates hold a BS in IT, 2–4 years of service desk experience, and familiarity with a ticketing system. ITIL preferred, U.S. citizenship may be required for some positions, and no physical requirements are listed for the role.

Qualifications

• Bachelor of Science in Information Technology or related field.
• 2–4 years of experience supporting the service desk.
• Experience providing first-line IT support and guidance to users.

Responsibilities

• Serve as the primary point of contact between end users and the IT service desk.
• Provide guidance on IT policies and self-service resources.
• Monitor incidents and requests and ensure timely resolution per SLAs.
• Escalate complex issues to appropriate teams when needed.
• Assist in knowledge-base development and reports on service desk performance.

Skills

End-user support

Incident tracking

Communication

User training

Education

Bachelor of Science in Information Technology

Tools

Ticketing system

Job description

DMI is seeking a Mid Service Desk Liaison (SDL) to join our team in Atlanta, GA. The role focuses on frontline IT support, incident tracking, and guiding users through IT policies and self-service tools under standard SLAs.

Ideal candidates hold a BS in IT, 2–4 years of service desk experience, and familiarity with a ticketing system. ITIL preferred, U.S. citizenship may be required for some positions, and no physical requirements are listed for the role.