Jr. Service Desk Analyst, Technician

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, efficient, and cost-effective solutions that drive measurable results.

Learn more at [link] About the Opportunity DMI, LLC is seeking a Junior Service Desk Analyst, Technician to join us. Duties and

Assist CDC personnel with Level 1 IT support requests through ServiceNow, email, phone, and chat channels. Conduct initial troubleshooting and analysis of reported IT issues, escalating unresolved incidents as necessary. Document customer interactions, resolutions, and escalations accurately in ServiceNow.

Support remote troubleshooting efforts using approved remote access tools. Verify ticket closure with customers to ensure satisfaction and service restoration before finalizing incidents. Maintain professional communication standards and provide courteous support to all users.

Education and Years of Experience: High School Diploma 2+ Years of Experience in Deskside Support Required and Desired Skills/Certifications: ITIL Preferred Min Citizenship Status Required: Must be a U.S. Citizen Physical

No Physical requirement