Remote Federal Service Desk Analyst – IT Support

DMI (Digital Management, Inc.); United States; Remote; USD 63,000 - 76,000; Full time

Job summary

DMI seeks a Service Desk Analyst to be the first point of contact for federal application users and handle routine issues.

You will authenticate callers, create and document tickets, assist users with navigation and troubleshooting, escalate complex items to Tier 2, and notify users of outages.

The role requires a high school diploma with 1–3 years IT support experience; ITIL or CompTIA A+ is a plus; U.S. citizenship may be required; strong communication and compliance awareness are essential.

Qualifications

• 1–3 years of IT help desk or IT support experience.
• High school diploma; ITIL or CompTIA A+ is a plus.
• Knowledge of IT systems, infrastructure, and software development.
• Familiarity with government regulations (e.g., NIST) and security standards.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Authenticate callers and document tickets.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Escalate complex tickets to Tier 2 for advanced research and resolution.
• Notify users of outages or service-impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process.

Skills

IT Support

Customer Service

Troubleshooting

Ticketing Systems

Communication

Education

High school diploma

ITIL

CompTIA A+

Job description

DMI seeks a Service Desk Analyst to be the first point of contact for federal application users and handle routine issues.

You will authenticate callers, create and document tickets, assist users with navigation and troubleshooting, escalate complex items to Tier 2, and notify users of outages.

The role requires a high school diploma with 1–3 years IT support experience; ITIL or CompTIA A+ is a plus; U.S. citizenship may be required; strong communication and compliance awareness are essential.