Description review
Service Desk Analyst
DMI · United States · back to the listing
HR standards
70/100
solid
Title ↔ description
81/100
solid
Reads as
Customer Support
99% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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Startups
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What the listing never says
- 32 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
About DMI
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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.
Duties and Responsibilities:
• Authenticate callers.
• Create and document tickets with relevant user information.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Resolve common and recurring user issues, including:
• Creating a profile
• Submitting travel requests and expense reports
• Pull reports and complete datacalls/document requests for audit items.
• Troubleshooting system errors
• Approving travel requests or expense reports
• Changing user access roles
• Assign complex tickets to Tier 2 for advanced research and resolution.
• Provide users with ticket numbers and status updates.
• Notify users of outages or service‑impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process in question.
• Assess urgency and impact to establish ticket priority.
• Determine whether to escalate issues based on severity and complexity.
Qualifications
Education and Years of Experience:
• High school diploma with 1-3 years of experience in IT support or help desk roles.
• Certifications such as ITIL, or CompTIA A+ is a plus.
Additional Requirements:
• Knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Effective communication with stakeholders, team members, and senior management.
Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirements needed for this position.
Location: Remote, US
Minimum Salary Rate
$69,528Median Salary Rate
$83,434Working at DMI
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.
Originally posted on Himalayas
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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI, LLC is seeking an experienced and highly organized Service Desk Analyst to serve as the first point of contact for federal application users and handle routine issues.
Duties and Responsibilities:
• Authenticate callers.
• Create and document tickets with relevant user information.
• Assist users in navigation and troubleshooting of system functionality.
• Capture ticket details such as descriptions, screenshots, replication steps, and error messages.
• Resolve common and recurring user issues, including:
• Creating a profile
• Submitting travel requests and expense reports
• Pull reports and complete datacalls/document requests for audit items.
• Troubleshooting system errors
• Approving travel requests or expense reports
• Changing user access roles
• Assign complex tickets to Tier 2 for advanced research and resolution.
• Provide users with ticket numbers and status updates.
• Notify users of outages or service‑impacting events.
• Refer users to training materials or documentation as appropriate after walking them through the process in question.
• Assess urgency and impact to establish ticket priority.
• Determine whether to escalate issues based on severity and complexity.
Qualifications
Education and Years of Experience:
• High school diploma with 1-3 years of experience in IT support or help desk roles.
• Certifications such as ITIL, or CompTIA A+ is a plus.
Additional Requirements:
• Knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Effective communication with stakeholders, team members, and senior management.
Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirements needed for this position.
Location: Remote, US
Minimum Salary Rate
$69,528Median Salary Rate
$83,434Working at DMI
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.
Originally posted on Himalayas