Mid Service Desk Analyst, Technician

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

DMI, LLC is seeking a Mid Service Desk Analyst, Technicianto join us.

Duties and Responsibilities:

Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.
• Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.
• Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.
• Document and track all incidents in CDC's ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.
• Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.
• Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.
• Support ITSD knowledge database updates to improve self-service and technician reference materials.

Education and Years of Experience:

• High School Diploma
• 4+ Years of Experience in Desk-side Support

Required and Desired Skills/Certifications:

• ITIL Preferred

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

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia

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.

***************** 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.