.svg)
DMI
Mid Service Desk Analyst, Technician
Join DMI as a Mid Service Desk Analyst in Atlanta, GA. Utilize ServiceNow to support CDC IT needs, troubleshoot incidents, and enhance knowledge databases. Benefits include development and wellness programs.
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Incident Management
Knowledge Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
February 5, 2025
We are seeking a Mid Service Desk Analyst, Technician to join our team. As the initial point of contact for IT support, you will provide courteous and professional service to CDC personnel via various channels. You will diagnose and troubleshoot IT incidents, document and track incidents, and support knowledge database updates.
Requirements
- Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat
- Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently
- Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible
- Document and track all incidents in CDC’s ITSM platform (e.g., ServiceNow), including details like issue type, symptoms, and resolution notes
- Utilize remote control tools for incident resolution and escalate unresolved tickets per SLAs, ensuring warm handoff for seamless customer experience
- Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly
- Support ITSD knowledge database updates to improve self-service and technician reference materials
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
Requirements Summary
High School Diploma, 4+ years of experience in Deskside Support, ITIL certification preferred
