Service Desk Analyst - Tier 2

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 www.dminc.com.

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 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.

Qualifications

Education and Years of Experience:

• 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

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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. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

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. ***************** 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.