Service Desk Analyst - Tier 1

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 is seeking a Service Desk Analyst - Tier 1 to provide first-level technical support to a federal client in Arlington, VA. The ideal candidate will have a strong background in customer service and technical troubleshooting, with a proactive attitude toward problem-solving and user support.

Duties and Responsibilities:

Respond to incoming Help Desk inquiries via phone or email providing Tier I support.
• Log, prioritize, and track service requests using ServiceNow or similar ticketing systems, ensuring issues are resolved in alignment with established Service Level Agreements (SLAs).
• Troubleshoot hardware and software issues across various systems, including Windows OS and Microsoft Office applications.
• Maintain detailed documentation of issues, resolutions, and user communications.
• Provide exceptional customer service by actively listening, communicating clearly, and following through to resolution.
• Manage high volumes of support requests effectively while maintaining a professional demeanor.

Education and Years of Experience:

• 3-4 years of experience in a Help Desk or Service Desk environment.
• Proficiency in Microsoft Office and Windows Operating Systems.
• Familiarity with ServiceNow or similar IT Service Management tools (creating, updating, and closing tickets).
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving skills, with the ability to analyze and resolve issues efficiently.
• Experience handling high call volumes in a fast-paced environment.

Preferred Skills:

• Previous experience supporting federal government clients.
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance.

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Min Citizenship Status Required: US Citizenship Required

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA

#LI-MP1

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.