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.

DMI, LLC is seeking a Help Desk Analyst.  The Help Desk Analyst will use remote communication to provide technical and customer support to the end-user or client by analyzing and resolving problems in implementation, maintenance, and documenation of various technologies.

Duties and Responsibilities:

• Identify, research, and resolve customer requests in relation to incident, problem, and change management procedures for 90+ COTS and Custom applications.
• Document, track and monitor end user requests through resolution.
• Actively engage with the end user to achieve a high level of customer satisfaction.
• Assign username, password, and access right permissions for proprietary applications, as well as client software.
• Utilize various communication methods (E-mail, IM and Phone) to provide support to the end-user.
• Troubleshoot technical issues and coordinate between Tier II Helpdesk employees, developers, and end users.
• Analysts shall understand and be able to operate and navigate through web-based, menu driven systems and shall be able to educate end users on navigational procedures, system features, and abilities.
• Coordinate with other team members to maintain standard operation manuals.
• Perform other duties as assigned.

Education and Years of Experience:  

• Associate's degree with two years' experience in a technical support role.

Required and Desired Skills/Certifications: 

• Application Support Hel Desk experience.
• Ability to demonstrate critical thinking and complex problem-solving skills with a strong attention to detail and accuracy. Able to work on assignments that are moderately difficult, requiring judgment in resolving issues.
• Excellent communication skills, both verbal and written, are required across both business and technical audiences.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Candidates must have strong time management skills. Entry level position but a steppingstone for Jr. Developers, Business Analyst, or QA testers.
• Ability to keep up with technological changes and advancements.
• Ability to take multi-step directions.
• Ability to self-start on tasks.
• Ability to ask for help.
• Experience with Microsoft365 enterprise environment.
• Ability to work within a service desk tier system with a focus on teamwork.

Additional Requirements:

• ITIL v3 or V4 certification.
• ServiceNow experience.
• Positive and self-motivated with the ability to change priorities on demand.

Min Citizenship Status Required: U.S. Citizen.

Physical Requirements: No Physical requirement needed for this position.

Location: Remote

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. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** 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.