{"id":2393075,"url":"https://alion.io/job/dminc-mid-level-service-desk-analyst-technician","title":"Mid-Level Service Desk Analyst, Technician","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":106000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-12T21:51:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-22T05:03:35Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About DMI\nDMI 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\nAbout the Opportunity\nDMI, LLC is seeking a Mid-level Service Desk Analyst, Technician to join us.\nDuties and Responsibilities:\nServe as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat.\nProvide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently.\nPerform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible.\nDocument and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes.\nUtilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience.\nMonitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly.\nSupport ITSD knowledge database updates to improve self-service and technician reference materials.\nQualifications\nEducation and Years of Experience:\nHigh School Diploma\n4+ Years of Experience in Desk-side Support\nRequired and Desired Skills/Certifications:\nITIL Preferred \nCitizenship Status Required: Must be a U.S. Citizen\nPhysical Requirements: No physical requirements needed for this position.\nLocation: Atlanta, Georgia\nMinimum Salary Rate\n$60,000Median Salary Rate\n$72,000Working at DMI\nDMI 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:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. \nDMI 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.\n***************** No Agencies Please *****************\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. 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