Service Desk Analyst

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

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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.

Duties and Responsibilities:

• Authenticate callers.
• Create and document tickets with relevant user information.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Resolve common and recurring user issues, including:
• Creating a profile
• Submitting travel requests and expense reports
• Pull reports and complete datacalls/document requests for audit items.
• Troubleshooting system errors
• Approving travel requests or expense reports
• Changing user access roles
• Assign complex tickets to Tier 2 for advanced research and resolution.
• Provide users with ticket numbers and status updates.
• Notify users of outages or service‑impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process in question.
• Assess urgency and impact to establish ticket priority.
• Determine whether to elevate issues based on severity and complexity.

Qualifications

Education and Years of Experience:

• High school diploma with 1-3 years of experience in IT support or help desk roles.
• Certifications such as ITIL, or CompTIA A+ is a plus.

Additional Requirements:

• Knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Effective communication with stakeholders, team members, and senior management.

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

Physical Requirements: No physical requirements needed for this position.

Location: Remote, US

Minimum Salary Rate

$69,528

Median Salary Rate

$83,434

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.

DMIvalues employeesfor 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.

***************** No Agencies Please *****************

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.