Service Desk Analyst

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Help Desk Analyst to support a federal customer in Dallas, TX.

Duties and Responsibilities:

Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
• Responds to telephone calls, emails and personnel requests for technical support
• Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Possess strong customer service and communications skills
• Analyze, evaluate, and test software and hardware problems
• Handle heavy call volume

Required and Desired Skills/Certifications:

• Experience using Microsoft Office tools
• Windows Operating Systems
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially the ability to listen and understand what is being described
• Working knowledge of the ServiceNow ticket system: creating, updating, and closing tickets
• Experience with computer terms and customer service operations

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

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

Physical Requirements: None required for this position.

Location: Dallas, TX

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.