Mid -level Service Desk Analyst, Technician

Mid-level Service Desk Analyst, Technician Location: Atlanta, Georgia Duties and Responsibilities Serve as the initial point of contact for CDC personnel IT support via ServiceNow, phone, email, and chat. Provide courteous, professional service by utilizing pre-approved knowledge base responses to address inquiries and requests consistently. Perform initial diagnosis and troubleshooting of IT incidents, striving for immediate resolution where possible. Document and track all incidents in CDC's ITSM platform (e.g., ServiceNow), including details such as issue type, symptoms, and resolution notes. Utilize remote control tools for incident resolution and escale unresolved tickets per SLAs, ensuring a warm handoff for a seamless customer experience. Monitor and maintain response time standards, such as answering calls and chats within two minutes on average monthly. Support ITSD knowledge database updates to improve self‑service and technician reference materials. Qualifications High School Diploma. 4+ Years of Experience in Desk‑side Support. Required and Desired Skills/Certifications: ITIL Preferred. Citizenship Status Required: U.S. Citizen. Physical Requirements: No physical requirements needed for this position. 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. #J-18808-Ljbffr DMI (Digital Management, Inc.)