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DMI
Mid Service Desk Analyst, Technician
Join DMI as a Mid Service Desk Analyst in Atlanta, GA. Utilize ServiceNow for IT support, troubleshooting, and incident management. ITIL preferred. Benefits include wellness and development programs.
Consulting
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Knowledge Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
February 5, 2025
DMI is seeking a Mid Service Desk Analyst, Technician to provide IT support via ServiceNow, phone, email, and chat. The ideal candidate will have a High School Diploma and 2-4 years of experience. ITIL certification is preferred.
Requirements
- Serve as the initial point of contact for CDC personnel IT support
- Provide courteous, professional service by utilizing pre-approved knowledge base responses
- Perform initial diagnosis and troubleshooting of IT incidents
- Document and track all incidents in CDC’s ITSM platform
- Utilize remote control tools for incident resolution and escalate unresolved tickets
- Monitor and maintain response time standards
- Support ITSD knowledge database updates
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
High School Diploma, 2-4 years of experience, ITIL certification preferred
