Junior Service Desk Analyst - IT Support & Remote Help

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, 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.