Jr. Service Desk Analyst, Technician

DMI; Atlanta (GA); On-site; USD 57,500 - 70,278; Full time

Job summary

DMI, LLC is seeking a Junior Service Desk Analyst, Technician to join our team in Atlanta, Georgia. The role involves assisting CDC personnel with Level 1 IT support requests through ServiceNow, email, phone, and chat channels, with initial troubleshooting and escalation as needed.

You will document interactions and resolutions in ServiceNow, support remote troubleshooting, and verify ticket closures to ensure customer satisfaction.

Qualifications

• HS diploma and 2+ years of deskside support experience.
• Experience with ServiceNow ticketing platform.
• ITIL preferred certification.

Responsibilities

• Assist CDC personnel with Level 1 IT support requests via ServiceNow, email, phone, and chat.
• Perform initial troubleshooting and escalate unresolved issues.
• Document customer interactions and resolutions in ServiceNow.
• Support remote troubleshooting using approved tools.
• Verify ticket closures with customers.
• Maintain professional communication and courteous support.

Skills

Deskside support

ServiceNow

ITIL

Education

High School Diploma

Job description

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 Junior Service Desk Analyst, Technician to join us.

Duties And Responsibilities

• Assist CDC personnel with Level 1 IT support requests through ServiceNow, email, phone, and chat channels.
• Conduct initial troubleshooting and analysis of reported IT issues, escalating unresolved incidents as necessary.
• Document customer interactions, resolutions, and escalations accurately in ServiceNow.
• Support remote troubleshooting efforts using approved remote access tools.
• Verify ticket closure with customers to ensure satisfaction and service restoration before finalizing incidents.
• Maintain professional communication standards and provide courteous support to all users.

Qualifications

Education and Years of Experience

• High School Diploma
• 2+ Years of Experience in Deskside Support

Required And Desired Skills/Certifications

• ITIL Preferred

Min Citizenship Status Required

Must be a U.S. Citizen.

Physical Requirements

No Physical requirement needed for this position.

Location

Atlanta, Georgia

Minimum Salary Rate

$63,889.50

Median Salary Rate

$70,146.50

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.

Job ID: 2026-28791