DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the OpportunityDMI, LLC is seeking a Mid Service Desk Analyst, Technician to join us.
Duties and Responsibilities:
Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.Support ITSD knowledge database updates to improve self-service and technician reference materials. QualificationsEducation and Years of Experience:
High School Dipolma2-4 Years of ExperienceRequired and Desired Skills/Certifications:
ITIL PreferredMin Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No Physical requirement needed for this position.
Location: Atlanta, Georgia
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. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several 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.
Connect With Us! Not ready to apply? Connect with us for general consideration.