Mid Service Desk Analyst, Technician

DMI is seeking a Mid Service Desk Analyst, Technician to join us. The successful candidate will provide courteous, professional service, perform initial diagnosis and troubleshooting of IT incidents, and document and track all incidents in CDC’s ITSM platform.

Requirements

• 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.

Benefits

• Convenience/Concierge benefits
• Development benefits (annual performance management, continuing education, tuition assistance, internal job opportunities, career enrichment and advancement)
• Financial benefits (generous 401k matches, financial wellness education, EAP, Life Insurance, Disability)
• Recognition benefits (Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses)
• Wellness benefits (healthcare benefits, Wellness programs, Flu Shots, Biometric screenings)