Clearance Jobs
Mid Service Desk Liaisons (SDLs)
DMI, LLC is seeking a Mid Service Desk Liaisons (SDLs) to join us. Duties and responsibilities include: Acting as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution. Providing guidance and training to users on IT policies, procedures, and self-service resources. Monitoring and tracking IT incidents and service requests, ensuring timely resolution in accordance with SLAs. Escalating complex or high-priority incidents to the appropriate support teams or management. Analyzing incident trends and recurring issues, recommending proactive solutions. Working closely with IT support teams to facilitate efficient problem resolution and service delivery. Assisting in change management processes, ensuring users are informed of IT changes and system outages. Identifying opportunities for service desk process improvements to enhance user experience and efficiency. Maintaining accurate documentation of incidents, resolutions, and user interactions within the ticketing system. Generating reports on service desk performance, user feedback, and common technical issues. Providing first-level troubleshooting for common technical problems and escalating when necessary. Supporting the development of knowledge base articles and FAQs to improve end-user self-service capabilities. Qualifications include: Bachelor of Science in Information Technology or other related field. 2-4 years of experience supporting the service desk. ITIL preferred. Min Citizenship Status Required: Must be a U.S. Citizen. Physical Requirements: No physical requirement needed for this position. Location: Atlanta, Georgia. Working at DMI: DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being: Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience. Development - Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development. Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee. Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses. Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options. Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. ****************** 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.
DMI, LLC is seeking a Mid Service Desk Liaisons (SDLs) to join us. Duties and responsibilities include: Acting as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution. Providing guidance and training to users on IT policies, procedures, and self-service resources. Monitoring and tracking IT incidents and service requests, ensuring timely resolution in accordance with SLAs. Escalating complex or high-priority incidents to the appropriate support teams or management. Analyzing incident trends and recurring issues, recommending proactive solutions. Working closely with IT support teams to facilitate efficient problem resolution and service delivery. Assisting in change management processes, ensuring users are informed of IT changes and system outages. Identifying opportunities for service desk process improvements to enhance user experience and efficiency. Maintaining accurate documentation of incidents, resolutions, and user interactions within the ticketing system. Generating reports on service desk performance, user feedback, and common technical issues. Providing first-level troubleshooting for common technical problems and escalating when necessary. Supporting the development of knowledge base articles and FAQs to improve end-user self-service capabilities. Qualifications include: Bachelor of Science in Information Technology or other related field. 2-4 years of experience supporting the service desk. ITIL preferred. Min Citizenship Status Required: Must be a U.S. Citizen. Physical Requirements: No physical requirement needed for this position. Location: Atlanta, Georgia. Working at DMI: DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being: Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience. Development - Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development. Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee. Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses. Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options. Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. ****************** 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.