Service Desk Analyst

DMI (Digital Management, Inc.); Baltimore (MD); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Wellness program

401(k) matches

Tuition assistance

Annual awards

Healthcare coverage

Job summary

DMI is seeking a Service Desk Analyst to support a large State of Maryland agency in Baltimore, MD. The role requires a Bachelor's in IT with 6 years of experience, and certifications (A+, Network+, ITIL, Security+).

On-site work at multiple Baltimore locations is expected, with fingerprint background checks and US citizenship requirements. Responsibilities include Tier I troubleshooting, device configuration, incident documentation, and coordination with vendors and agencies.

Qualifications

• Bachelor's degree in IT-related field and 6 years of experience.
• A+ certification.
• Network+ certification.
• ITIL certification.
• Security+ certification.
• Must be able to complete a fingerprint background investigation.
• Must be a U.S. Citizen.

Responsibilities

• Provide day-to-day support troubleshooting software and hardware Tier I service requests.
• Work with end users to identify and deliver required PC services.
• Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users.
• Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
• Consult with users to discuss LAN/WAN needs and survey sites for network locations.
• Receive, log, and respond to calls/emails regarding PC/hardware problems; document in MDOT/MTA systems.
• Prepare and assemble technical and user documentation for network software and hardware.
• Diagnose network software and hardware problems and coordinate repairs or vendor support.
• Maintain up-to-date knowledge of hardware contracts and supervise contract-based installations.
• Enter data into MDOT and MTA inventory systems; process retirement work orders and conduct annual asset inventory.
• Tag and record IT equipment deliveries at MDOT and MTA locations.

Skills

A+

Network+

ITIL

Security+

Education

Bachelor's degree in IT related field

Job description

Service Desk Analyst

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 Service Desk Analyst to support a large State of Maryland agency.

Duties and Responsibilities

• Provide day-to-day support troubleshooting software and hardware Tier I service requests.
• Work with end users to identify and deliver required PC services.
• Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
• Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
• Consults with users to discuss local or wide area network software and hardware needs, to assess existing software and hardware and to survey the sites where networks will be located.
• Receive, log, and respond to incoming calls, pages, and/or emails regarding PC and/or hardware problems. Accurately document within MDOT and MTA's service and problem ticket system.
• Prepares and assembles technical documentation and user documentation for network software and hardware.
• Diagnoses network software and hardware problems and makes repairs and adjustments or obtains service from software and hardware vendors and maintenance vendors.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Enter data into MDOT and MTA's Inventory database and spreadsheet systems.
• Process retirement work orders, which includes, collecting and stacking old computers and peripherals; removing hard drives; recording inventory information on the retirement log; and following all Maryland State procedures related to retiring old equipment.
• Perform an annual physical inventory of computer assets across all MDOT and MTA locations.
• Tag and record all IT equipment deliveries at the appropriate MDOT and MTA locations.

Qualifications

Education and Years of Experience: A Bachelors degree in an IT related field is required along with 6 years of experience.

Required and Desired Skills/Certifications:

• A+
• Network +
• ITIL
• Security+

Background Requirements: Must be able to complete a required fingerprint background investigation.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Baltimore, Maryland

Work Arrangement: Will work at other agency Baltimore locations as needed

Minimum Salary Rate

$60,000

Median Salary Rate

$72,000

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.