Mid-Level Service Desk Analyst, Technician

DMI; Atlanta (GA); On-site; USD 73,000 - 75,000; Full time

Job summary

DMI, a leading provider of digital services, is seeking a Mid-level Service Desk Analyst in Atlanta, Georgia. This position serves as the initial point of contact for IT support, requiring 4+ years of experience in desk-side support and an ITIL certification.

The Analyst will handle IT incidents, provide quality support, and ensure seamless customer experience. A high school diploma and U.S. citizenship are mandatory. Join DMI to deliver impactful solutions.

Qualifications

• 4+ years of experience in desk-side support.
• U.S. citizenship is required.

Responsibilities

• Serve as the initial point of contact for IT support.
• Perform initial diagnosis and troubleshooting of IT incidents.
• Document and track all incidents in ITSM platform.

Skills

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 Mid-level Service Desk Analyst, Technician to join us.

Duties and Responsibilities

• 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 escalated 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.

Education and Years of Experience

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

Required and Desired Skills/Certifications

• ITIL Preferred

Must be a U.S. Citizen.

No physical requirements needed for this position.

Atlanta, Georgia

$73,000.00

$75,000.00

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: 2026-28792