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DMI
Service Desk Analyst
Service Desk Analyst Tier 2 at DMI, Dallas. Support federal clients with advanced IT troubleshooting, ServiceNow ticketing, incident resolution & cross-team collaboration. 4-5 yrs exp required.
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Service Catalog
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
September 8, 2025
DMI is seeking a skilled and customer-focused Service Desk Analyst – Tier 2 to support a federal client in Arlington, VA. The ideal candidate will have 4–5 years of relevant experience, strong technical troubleshooting skills, and a commitment to delivering excellent 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 through phone, email, and remote tools.
- Maintain and update records in the ticketing system (ServiceNow), ensuring accurate documentation of all issues and resolutions.
- Work collaboratively with other IT teams, to escalate and resolve persistent or critical problems.
- Identify recurring issues and recommend improvements to reduce future incidents.
- Monitor system performance and user feedback to proactively address potential issues.
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
4-5 years of experience in a Service Desk or technical support role, proficiency in Microsoft Office and Windows Operating Systems, and experience with ServiceNow or similar ITSM platforms
