IT Service Desk Analyst

IT Service Desk Analyst Job ID: 2024-27402 Category: Infrastructure Support Location: US-VA-Arlington Overview 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. 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. Qualifications Education and Years of Experience: 3-4 years of experience in a Federal IT 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 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 Working at DMI DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together: Do What's Right - We lead with honesty and integrity. Own the Outcome - We take responsibility and deliver. Deliver for Our Customers - We are relentless about delivering value. Think Bold, Act Smart - We innovate with purpose. Win Together - We collaborate and celebrate our success. These values show up in how we support every part of your well-being: Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier. Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive. Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future. Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements. Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together. ***************** 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. #J-18808-Ljbffr