Help Desk Analyst

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI is looking for a Help Desk Analyst to support a federal customer in Dallas, TX. This candidate will be responsible for the following:

Duties and Responsibilities:

Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
• Responds to telephone calls, email and personnel requests for technical support
• Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Possess strong customer service and communications skills
• Analyze, evaluate, and test software and hardware problems
• Handle heavy call volume

Preferred Skills:

• Experience using Microsoft Office tools
• Windows Operating Systems
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of ServiceNow ticket system; creating, updating and closing tickets
• Experience with computer terms and customer service operations

Min Citizenship Status Required: US Citizenship Required

Physical Requirements: No Physical requirement needed for this position.

Location: Dallas, TX