Service Desk Analyst - Tier 2

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 skilled and customer-focused Service Desk Analyst - Tier 2 to support a federal client in Arlington, VA. This position plays a key role in resolving complex technical issues and providing escalated support to end users. The ideal candidate will have 4-5 years of relevant experience, strong technical troubleshooting skills, and a commitment to delivering excellent service.

Duties and Responsibilities:

Provide advanced (Tier 1) technical support for hardware, software, and other issues.
• Analyze, troubleshoot, and resolve more complex IT incidents and service requests through phone, email, and remote tools.
• Maintain and update records in the ticketing system (ServiceNow), ensuring accurate documentation of all issues and resolutions.
• Work collaboratively with other IT teams, to escalate and resolve persistent or critical problems.
• Identify recurring issues and recommend improvements to reduce future incidents.
• Monitor system performance and user feedback to proactively address potential issues.

Education and Years of Experience:

• 4-5 years of experience in a Service Desk or technical support role, with a strong track record in Tier 1 support.
• Proficiency with Microsoft Office products and Windows Operating Systems.
• Solid experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Strong understanding of desktop support concepts, including user account management, permissions, and troubleshooting system applications.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills with the ability to work independently and in a team environment.
• Ability to manage multiple priorities and resolve issues under pressure.

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

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• 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.