Service Desk Analyst

About DMI

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 a Service Desk Analyst to support a large State of Maryland agency.

Baltimore, Maryland Work Arrangement: Will work at other agency Baltimore locations as needed #LI-MS3 Minimum Salary Rate $60,000 Median Salary Rate $72,000 Working 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.

Responsibilities

• 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.

Requirements

• A Bachelors degree in an IT related field is required along with 6 years of experience.
• Ideally have related certs such as: A+ Network + ITIL Security+ Background Requirements: Must be able to complete a required fingerprint background investigation.

Benefits

• 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.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

Citizenship Status Required

Must be a U.S. Citizen Physical Requirements: No Physical requirement needed for this position .

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.