Service Desk Analyst

About the Opportunity 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 45 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 elevate 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. Part time shifts - 7am-11am, 12am-12pm time frame, nights and weekends. Qualifications Education and Years of Experience 45 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 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 Whats 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 arent just idealsthey 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. DMIvalues employeesfor 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. 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