DMI (Digital Management, LLC)
DMI (Digital Management, LLC)
1,001 – 5,000 Employees
ConsultingHealthcareLogistics
DMI (Digital Management, LLC) delivers digital transformation and managed IT services for public- and private-sector organizations worldwide. Its work spans artificial intelligence and data, application development and modernization, cybersecurity and privacy, cloud and infrastructure, and managed mobility. DMI supports clients across national security, transportation, automotive, manufacturing, healthcare, logistics, and consumer goods, helping them modernize technology and pursue business or mission outcomes. The company also offers its Cloud+ suite for cloud advancement and has been recognized as a leader in Gartner’s Magic Quadrant for Managed Mobility Services.

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.

Description

  • 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.

Requirements

  • 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.

Benefits

  • 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

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