Service Desk Liaison: Drive IT Support & SLA Excellence

DMI (Digital Management, Inc.); Atlanta (GA); On-site; USD 90,000 - 113,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

401(k) matches

Life and disability insurance

Tuition assistance

Job summary

DMI is seeking a Mid-Level Service Desk Liaison to join our team in Atlanta. The role acts as the main bridge between end users and the IT service desk, performing initial troubleshooting, guiding users on IT policies, and ensuring timely incident resolution to meet SLAs.

Candidates should have a BS in IT or related field and 2–4 years of service desk experience; ITIL is preferred. This position is based on-site in Atlanta, GA with opportunities to contribute to knowledge base development.

Qualifications

• Bachelor of Science in IT or related field.
• 2-4 years of experience supporting the service desk.
• US citizenship may be required.

Responsibilities

• Act as the primary point of contact between end users and the IT service desk.
• Provide guidance and training to users on IT policies and self-service resources.
• Monitor and track IT incidents and service requests to meet SLAs.
• Escalate complex incidents to appropriate support teams.
• Analyze incident trends and suggest proactive solutions.
• Collaborate with IT support teams to resolve issues and deliver services.
• Assist in change management and inform users of IT changes and outages.
• Identify opportunities to improve service desk processes and user experience.
• Maintain documentation of incidents and resolutions in the ticketing system.
• Generate reports on service desk performance and common issues.
• Provide first-level troubleshooting and escalate when necessary.
• Contribute to knowledge base articles for end-user self-service.

Skills

ITIL Certification

Education

Bachelor of Science in Information Technology

Job description

DMI is seeking a Mid-Level Service Desk Liaison to join our team in Atlanta. The role acts as the main bridge between end users and the IT service desk, performing initial troubleshooting, guiding users on IT policies, and ensuring timely incident resolution to meet SLAs.

Candidates should have a BS in IT or related field and 2–4 years of service desk experience; ITIL is preferred. This position is based on-site in Atlanta, GA with opportunities to contribute to knowledge base development.