Jr. Service Desk Analyst, Technician

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, LLC is seeking a Junior Service Desk Analyst, Technician to join us.

Duties and Responsibilities:

Assist CDC personnel with Level 1 IT support requests through ServiceNow, email, phone, and chat channels.
• Conduct initial troubleshooting and analysis of reported IT issues, escalating unresolved incidents as necessary.
• Document customer interactions, resolutions, and escalations accurately in ServiceNow.
• Support remote troubleshooting efforts using approved remote access tools.
• Verify ticket closure with customers to ensure satisfaction and service restoration before finalizing incidents.
• Maintain professional communication standards and provide courteous support to all users.

Education and Years of Experience:

• High School Diploma
• 2+ Years of Experience in Deskside Support

Required and Desired Skills/Certifications:

• ITIL Preferred

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

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia