Remote Service Desk Analyst — Federal IT Support

Digital Management Llc; United States; Remote; USD 70,000 - 83,000; Full time

Job summary

DMI, LLC is seeking an experienced Service Desk Analyst to be the first point of contact for federal application users and handle routine IT issues remotely.

Responsibilities include authenticating callers, creating and updating tickets, guiding users through system navigation, capturing issue details with screenshots and steps, and escalating complex tickets to Tier 2 for resolution. U.S. citizenship is required.

Qualifications

• 1–3 years of IT support or help desk experience.
• Experience communicating with stakeholders and users.

Responsibilities

• Authenticate callers and document issues accurately.
• Create and manage tickets with user details.
• Guide users through navigation and troubleshoot system functionality.
• Capture descriptions, screenshots, replication steps, and errors.
• Resolve common issues and escalate complex tickets to Tier 2.
• Ensure timely ticket updates and outage notifications as needed.

Skills

IT support

Help desk

Customer service

Communication

Education

High school diploma

ITIL certification

CompTIA A+ certification

Job description

DMI, LLC is seeking an experienced Service Desk Analyst to be the first point of contact for federal application users and handle routine IT issues remotely.

Responsibilities include authenticating callers, creating and updating tickets, guiding users through system navigation, capturing issue details with screenshots and steps, and escalating complex tickets to Tier 2 for resolution. U.S. citizenship is required.