Service Desk Analyst

Service Desk Analyst - Tier 2

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 4-5 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 escalate 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:

• 4-5 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:

• 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 aren't just ideals-they 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.