What are the responsibilities and job description for the Mid Service Desk Analyst, Technician position at DMI (Digital Management, LLC)?
About DMI
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.
About the Opportunity
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 (., 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.
Qualifications
Education and Years of Experience :
Required and Desired Skills / Certifications :
Min Citizenship Status Required : Must be a . Citizen
Physical Requirements : No Physical requirement needed for this position .
Location : Atlanta, Georgia
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing :
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.
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.
