Service-Desk-Analyst, Technical-Support-Specialist, IT-Support-Specialist Jobs

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.

Duties and Responsibilities:

• Authenticate callers.
• Create and document tickets with relevant user information.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Resolve common and recurring user issues, including:
• Creating a profile
• Submitting travel requests and expense reports
• Pull reports and complete datacalls/document requests for audit items.
• Troubleshooting system errors
• Approving travel requests or expense reports
• Changing user access roles
• Assign complex tickets to Tier 2 for advanced research and resolution.
• Provide users with ticket numbers and status updates.
• Notify users of outages or service‑impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process in question.
• Assess urgency and impact to establish ticket priority.
• Determine whether to escalate issues based on severity and complexity.

Qualifications

Education and Years of Experience:

• High school diploma with 1-3 years of experience in IT support or help desk roles.
• Certifications such as ITIL, or CompTIA A+ is a plus.

Additional Requirements:

• Knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Effective communication with stakeholders, team members, and senior management.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirements needed for this position.

Location: Remote, US

Minimum Salary Rate

Median Salary Rate

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

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

Originally posted on Himalayas

What success looks like in this role:

• 1st Level telephone and other media contact support.
• Strive for a high level of first contact resolution.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Accurately document calls and incidents.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in our contact management system.
• Assign incidents and requests to the correct support group.
• Act as a single point of contact on incidents and problems logged.
• Perform appropriate diagnostics to initiate problem management workflow process.
• Provide clients with a reference number for their incident/request.
• Understand various media sources that interface with the Service Desk.
• Support multiple clients through customer service professionalism and insight.
• Become multi-skilled as workload changes occur within the Service Centre.

• Champion, implement or support change.

• Identify process efficiencies within the Service Centre and to take corrective action to implement change.
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase. • Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc)

You will be successful in this role if you have:

• Typically requires: High School diploma or relevant certifications.

• 1-2 years of related experience.

• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.

• 6 months IT Service Desk experience.

• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
• Working knowledge of data and voice network concepts

Benefit Highlights:
Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview Notice:
At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

Originally posted on Himalayas

Must Have for this role:

• Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support.
• Great Customer Service skills with attention to detail and ability to listen
• Naturally inquisitive and want to learn and understand at deeper level
• Proactive with information gathering.
• Understand how to troubleshoot and when to escalate
• Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus

Service Desk Tier 1 Agent
Job Description:

• First point of contact for the users who call our IT Service Desk
• Answers incoming calls, emails, chats
• Tracks all information in ticketing system
• Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion
• Escalates unresolved problem/issues/requests to the proper tier 2 support team
• Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Core Applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.

Qualifications:

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Originally posted on Himalayas