Mid-Level Service Desk Liaisons (SDLs)

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 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 Service Desk Liaisons (SDLs) to join us.

Duties And Responsibilities

• Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
• Provide guidance and training to users on IT policies, procedures, and self-service resources.
• Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
• Escalate complex or high-priority incidents to the appropriate support teams or management.
• Analyze incident trends and recurring issues, recommending proactive solutions.
• Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
• Assist in change management processes, ensuring users are informed of IT changes and system outages.
• Identify opportunities for service desk process improvements to enhance user experience and efficiency.
• Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
• Generate reports on service desk performance, user feedback, and common technical issues.
• Provide first-level troubleshooting for common technical problems and elevate when necessary.
• Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.

Education and Years of Experience

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience supporting the Service Desk

Required And Desired Skills/Certifications

• ITIL Preferred

Citizenship Status Required

Must be a U.S. Citizen

Physical Requirements

No Physical requirement needed for this position

Location

Atlanta, Georgia

Minimum Salary Rate

$90,375

Median Salary Rate

$112,969

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.

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: 2026-28794