Mid 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 Mid Service Desk Analyst, Technician to 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 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