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DMI
Service Desk Analyst
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Service Catalog
ServiceNow Certifications (nice to have):
Job description
Posted on:
September 8, 2025
DMI is seeking a skilled Service Desk Analyst for a federal client in Arlington, VA. The role involves resolving complex technical issues, providing escalated support, and maintaining accurate records. The ideal candidate will have strong troubleshooting skills and a commitment to excellent customer service.
Requirements
- Provide advanced (Tier 1) technical support for hardware, software, and other issues.
- Analyze, troubleshoot, and resolve more complex IT incidents and service requests.
- Maintain and update records in the ticketing system (ServiceNow), ensuring accurate documentation.
- Work collaboratively with other IT teams to escalate and resolve problems.
- Identify recurring issues and recommend improvements to reduce future incidents.
- Monitor system performance and user feedback.
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
4-5 years experience in IT support, proficiency with ServiceNow, and strong analytical/problem-solving skills are required. US Citizenship is essential
