Mid-level Service Desk Liaisons (SDLs)

Us-Ga-Atlantamid

OtherMid

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Quick Summary

Key Responsibilities

Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution. Provide guidance and training to users on IT policies, procedures,

Technical Tools

OtherMid

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 Role

~1 min read

DMI, LLC is seeking a Mid Service Desk Liaisons (SDLs) to join us.

Responsibilities

~1 min read

→Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
→Provide guidance and training to users on IT policies, procedures, and self-service resources.
→Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
→Escalate complex or high-priority incidents to the appropriate support teams or management.
→Analyze incident trends and recurring issues, recommending proactive solutions.
→Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
→Assist in change management processes, ensuring users are informed of IT changes and system outages.
→Identify opportunities for service desk process improvements to enhance user experience and efficiency.
→Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
→Generate reports on service desk performance, user feedback, and common technical issues.
→Provide first-level troubleshooting for common technical problems and escalate when necessary.
→Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.

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.