Remote IT Service Desk Analyst

Digital Management Llc; Tysons (VA); Hybrid; USD 63,000 - 76,000; Full time

Job summary

DMI, LLC is seeking an experienced Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues in a remote U.S. environment.

The role requires 1–3 years of IT support experience, knowledge of IT systems, and familiarity with government regulations and security standards such as NIST. Strong communication and ticketing skills are essential for timely issue resolution.

Qualifications

• 1–3 years of experience in IT support or help desk.
• Knowledge of IT systems, infrastructure and software development.
• Familiarity with government regulations, compliance, and security standards such as NIST.
• Effective communication with stakeholders, team members, and management.

Responsibilities

• Authenticate callers and create documented tickets with user information.
• Assist users in navigating and troubleshooting system functionality.
• Capture details including descriptions, screenshots, replication steps, and error messages.
• Resolve common issues and escalate complex tickets to Tier 2.
• Provide ticket numbers and status updates to users.
• Notify users of outages or service-impacting events.
• Refer users to training materials after walkthroughs.
• Assess urgency and impact to prioritize tickets.

Skills

Customer support

IT systems knowledge

Regulatory compliance

Security standards (NIST)

Education

High school diploma

IT certifications (ITIL or CompTIA A+)

Tools

Ticketing system

Remote support tools

Job description

DMI, LLC is seeking an experienced Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues in a remote U.S. environment.

The role requires 1–3 years of IT support experience, knowledge of IT systems, and familiarity with government regulations and security standards such as NIST. Strong communication and ticketing skills are essential for timely issue resolution.