DMI (Digital Management, LLC) furnizează servicii de transformare digitală și servicii IT gestionate pentru organizații din sectorul public și privat din întreaga lume. Activitatea companiei acoperă inteligența artificială și datele, dezvoltarea și modernizarea aplicațiilor, securitatea cibernetică și confidențialitatea, serviciile cloud și infrastructura, precum și mobilitatea gestionată. DMI sprijină clienți din domeniul securității naționale, al transporturilor, al industriei auto, al producției, al serviciilor medicale, al logisticii și al bunurilor de consum, ajutându-i să își modernizeze tehnologia și să își atingă obiectivele de afaceri sau de misiune. Compania oferă, de asemenea, suita Cloud+ pentru dezvoltarea capabilităților cloud și a fost recunoscută drept lider în Magic Quadrant al Gartner pentru servicii de mobilitate gestionată.
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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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