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IT Service Desk Analyst
IT Service Desk AnalystDigital Management Llc • Dallas, TX, US
IT Service Desk Analyst

IT Service Desk Analyst

Digital Management Llc • Dallas, TX, US
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About DMI

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, ef?cient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI is looking for a Service Desk Analyst to support a federal customer in Dallas, TX.

Duties and Responsibilities :

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

Qualifications

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 the 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

    Working at DMI

    DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being :

  • 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, 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 to help provide financial stability for each DMI employee.
  • Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
  • Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

    • Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

  • No Agencies Please

    • Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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    Service Desk Analyst • Dallas, TX, US