DMI (Digital Management, LLC) दुनिया भर के सार्वजनिक और निजी क्षेत्र के संगठनों के लिए डिजिटल रूपांतरण और प्रबंधित आईटी सेवाएँ प्रदान करती है। इसके कार्यक्षेत्र में कृत्रिम बुद्धिमत्ता और डेटा, एप्लिकेशन विकास और आधुनिकीकरण, साइबर सुरक्षा और गोपनीयता, क्लाउड और इन्फ्रास्ट्रक्चर तथा प्रबंधित मोबिलिटी शामिल हैं। DMI राष्ट्रीय सुरक्षा, परिवहन, ऑटोमोटिव, विनिर्माण, स्वास्थ्य सेवा, लॉजिस्टिक्स और उपभोक्ता वस्तुओं जैसे क्षेत्रों में ग्राहकों को तकनीक का आधुनिकीकरण करने तथा व्यावसायिक या मिशन संबंधी परिणाम हासिल करने में सहायता करती है। कंपनी क्लाउड प्रगति के लिए अपनी Cloud+ सुइट भी प्रदान करती है और प्रबंधित मोबिलिटी सेवाओं के लिए Gartner के Magic Quadrant में अग्रणी कंपनी के रूप में मान्यता प्राप्त कर चुकी है।
Service Desk Analyst (Remote, United States) at DMI
Serve as the first point of contact for federal application users, resolving routine support issues and routing complex tickets. Support DMI’s managed IT services operation.
संयुक्त राज्य$69,528 – $83,434 / वर्ष
रिमोटपूर्णकालिकजूनियरडिग्री आवश्यक नहींआवश्यक भाषा: अंग्रेज़ीविश्लेषकविवरण
- Verify callers’ identities.
- Open tickets and record relevant user information.
- Guide users through system navigation and troubleshoot functionality issues.
- Record ticket details, including issue descriptions, screenshots, reproduction steps, and error messages.
- Resolve recurring user issues, such as creating profiles, submitting travel requests and expense reports, retrieving reports, completing audit-related data calls or document requests, troubleshooting system errors, approving travel requests or expense reports, and changing access roles.
- Route complex tickets to Tier 2 for further investigation and resolution.
- Give users ticket numbers and status updates.
- Inform users about outages and other events that affect service.
- Walk users through relevant processes and direct them to supporting training materials or documentation.
- Evaluate urgency and impact to set ticket priority.
- Decide whether to escalate issues based on their severity and complexity.
आवश्यकताएँ
- High school diploma and 1–3 years of experience in IT support or help desk work.
- Knowledge of IT systems, infrastructure, and software development.
- Familiarity with government regulations, compliance requirements, and security standards, including NIST.
- Strong communication skills with stakeholders, teammates, and senior management.
- U.S. citizenship is required.
- Selected applicants may undergo a government security investigation and must qualify for access to classified information.
- ITIL or CompTIA A+ certification is a plus.
लाभ
- Virtual health visits
- Commuter perks
- Pet insurance
- Entertainment discounts
- Annual performance reviews
- Tuition assistance
- Internal career growth opportunities
- Generous 401(k) matches
- Life insurance
- Disability insurance
- Financial wellness tools
- Annual awards
- Service anniversaries
- Referral bonuses
- Peer-to-peer shoutouts
- Healthcare coverage
- Wellness programs
- Flu shots
- Biometric screenings
- Remote work arrangement