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DMI
Service Desk Analyst
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
October 21, 2025
DMI is seeking a skilled Service Desk Analyst – Tier 2 to support a federal client in Arlington, VA. This role involves resolving complex technical issues, providing escalated support, and maintaining accurate records. The position requires strong troubleshooting skills and a commitment to excellent customer service.
Requirements
- 4–5 years of experience in a Service Desk or technical support role, with a strong track record in Tier 1 support.
- Proficiency with Microsoft Office products and Windows Operating Systems.
- Solid experience with ServiceNow or similar IT Service Management (ITSM) platforms.
- Strong understanding of desktop support concepts, including user account management, permissions, and troubleshooting system applications.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and in a team environment.
- Ability to manage multiple priorities and resolve issues under pressure.
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
4-5 years Service Desk experience with strong Tier 1 support track record. Proficiency in ServiceNow & Microsoft Office. Solid understanding of IT principles
