Mid-Level Service Desk Liaisons (SDLs)

DMI (Digital Management, Inc.); Atlanta (GA); On-site; USD 90,000 - 113,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

401(k) matches

Life and disability insurance

Tuition assistance

Job summary

DMI is seeking a Mid-Level Service Desk Liaison to join our team in Atlanta. The role acts as the main bridge between end users and the IT service desk, performing initial troubleshooting, guiding users on IT policies, and ensuring timely incident resolution to meet SLAs.

Candidates should have a BS in IT or related field and 2–4 years of service desk experience; ITIL is preferred. This position is based on-site in Atlanta, GA with opportunities to contribute to knowledge base development.

Qualifications

• Bachelor of Science in IT or related field.
• 2-4 years of experience supporting the service desk.
• US citizenship may be required.

Responsibilities

• Act as the primary point of contact between end users and the IT service desk.
• Provide guidance and training to users on IT policies and self-service resources.
• Monitor and track IT incidents and service requests to meet SLAs.
• Escalate complex incidents to appropriate support teams.
• Analyze incident trends and suggest proactive solutions.
• Collaborate with IT support teams to resolve issues and deliver services.
• Assist in change management and inform users of IT changes and outages.
• Identify opportunities to improve service desk processes and user experience.
• Maintain documentation of incidents and resolutions in the ticketing system.
• Generate reports on service desk performance and common issues.
• Provide first-level troubleshooting and escalate when necessary.
• Contribute to knowledge base articles for end-user self-service.

Skills

ITIL Certification

Education

Bachelor of Science in Information Technology

Job description

Mid-Level Service Desk Liaisons (SDLs)

About DMI

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, efcient, 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.

Qualifications

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.

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.

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.