DMI (Digital Management, LLC) nodrošina digitālās transformācijas un pārvaldītu IT pakalpojumus publiskā un privātā sektora organizācijām visā pasaulē. Uzņēmuma darbība aptver mākslīgo intelektu un datus, lietojumprogrammu izstrādi un modernizāciju, kiberdrošību un privātumu, mākoņpakalpojumus un infrastruktūru, kā arī pārvaldītu mobilitāti. DMI atbalsta klientus nacionālās drošības, transporta, autobūves, ražošanas, veselības aprūpes, loģistikas un patēriņa preču nozarēs, palīdzot modernizēt tehnoloģijas un sasniegt uzņēmējdarbības vai misijas mērķus. Uzņēmums piedāvā arī Cloud+ risinājumu komplektu mākoņdatošanas iespēju attīstībai, un Gartner to ir atzinis par līderi pārvaldītu mobilitātes pakalpojumu Magic Quadrant novērtējumā.
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.
Apraksts
- 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.
Prasības
- 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.
Priekšrocības
- 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