Service Desk Analyst II

About DMI

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.

About the Opportunity

DMI is looking for a Service Desk Analyst to support a federal customer in Dallas, Tx. This candidate will be responsible for the following:

Duties and Responsibilities:

• Answer Help Desk phones and provide Tier I-II support to users on a variety of issues

• Responds to telephone calls, email 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

Qualifications

• Experience using Microsoft Office tools

• Windows Operating Systems

• Strong customer service and strong communication skills (both written and verbal)

• Excellent interpersonal skills, especially ability to listen and understand what is being described

• Working knowledge of ServiceNow ticket system; creating, updating and closing tickets

• Experience with computer terms and customer service operations

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

• Five or more years of experience in service delivery and Network hardware and software Configuration troubleshooting.

• Experience with various desktop systems, operating systems, and diverse technical environments.

• Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN, local and Network printing, and mobile device services such as ActiveSync.

• Ability to install Software for and troubleshoot a wide range of Applications.

• Experience in a financial services environment preferred.

• Analytical thinking and problem-solving ability.

Location: Dallas, TX

Physical Requirements: N/A

US Citizenship Required

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. As such, we offer a variety of perks and benefits that help met various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Community

• Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community

• 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 match for 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 acknowledgement through Give-A-Wow, employee referral bonuses.

• Wellness

• Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several 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 on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

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