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Service Desk Analyst
DMI (Digital Management, LLC). Authenticate callers . Create and document tickets with relevant user information . Assist users with navigation and troubleshooting of system functionality . Capture ticket details, including descriptions
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support and help desk operations, with a strong focus on user authentication, ticket management, and troubleshooting system functionality. Familiarity with compliance standards and effective communication with stakeholders is essential.
Highest-signal resume keywords
IT Support ExperienceTicket ManagementTroubleshooting System FunctionalityKnowledge of NIST ComplianceEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User AuthenticationTicket Creation and DocumentationSystem Navigation AssistanceIssue ResolutionData Call ManagementUser Access Role ManagementReport GenerationEscalation ProceduresUrgency AssessmentError Message Analysis
Soft Skills
Effective CommunicationTeam CollaborationStakeholder Engagement
Certifications & Qualifications
ITIL CertificationCompTIA A+ Certification
Industry Keywords
IT SystemsInfrastructureSoftware DevelopmentGovernment RegulationsSecurity StandardsCompliance
About the role
Key responsibilities & impact- Authenticate callers
- Create and document tickets with relevant user information
- Assist users with navigation and troubleshooting of system functionality
- Capture ticket details, including descriptions, screenshots, replication steps, and error messages
- Resolve common and recurring user issues, including creating profiles, submitting travel requests and expense reports, pulling reports, completing datacalls/document requests for audit items, troubleshooting system errors, approving travel requests or expense reports, and 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 after walking them through the relevant process
- Assess urgency and impact to establish ticket priority
- Determine whether to escalate issues based on severity and complexity
Requirements
What you’ll need- High school diploma with 1–3 years of experience in IT support or help desk roles
- Knowledge of IT systems, infrastructure, and software development
- Familiarity with government regulations, compliance, and security standards, including NIST
- Effective communication with stakeholders, team members, and senior management
- Must be a U.S. Citizen
- Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information
- ITIL or CompTIA A+ certification is a plus
Benefits
Comp & perks- Virtual health visits
- Commuter perks
- Pet insurance
- Entertainment discounts
- Annual performance reviews
- Tuition assistance
- Internal career growth opportunities
- Generous 401(k) matches
- Life insurance
- Disability insurance
- Financial wellness tools
- Annual awards
- Service anniversaries
- Referral bonuses
- Peer-to-peer shoutouts
- Healthcare coverage
- Wellness programs
- Flu shots
- Biometric screenings
- Remote work arrangement