Service Desk Analyst

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

DMI, LLC is seeking a Service Desk Analyst to support a large State of Maryland agency.

• →Provide day-to-day support troubleshooting software and hardware Tier I service requests.
• →Work with end users to identify and deliver required PC services.
• →Install, configure, test, maintain, monitor, and troubleshoot end-user network peripheral devices.
• →Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users
• →Schedule and perform PC network hardware and peripheral equipment improvements and repairs.
• →Consults with users to discuss local or wide area network software and hardware needs, to assess existing software and hardware and to survey the sites where networks will be located.
• →Receive, log, and respond to incoming calls, pages, and/or emails regarding PC and/or hardware problems. Accurately document within MDOT and MTA’s service and problem ticket system.
• →Prepares and assembles technical documentation and user documentation for network software and hardware.
• →Diagnoses network software and hardware problems and makes repairs and adjustments or obtains service from software and hardware vendors and maintenance vendors.
• →Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• →Enter data into MDOT and MTA’s Inventory database and spreadsheet systems.
• →Process retirement work orders, which includes, collecting and stacking old computers and peripherals; removing hard drives; recording inventory information on the retirement log; and following all Maryland State procedures related to retiring old equipment.
• →Perform an annual physical inventory of computer assets across all MDOT and MTA locations.
• →Tag and record all IT equipment deliveries at the appropriate MDOT and MTA locations.

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.

Ideally have related certs such as:

• A+
• Network +
• ITIL
• Security+