Responds to incidents and requests, performs diagnosis, troubleshooting and critical thinking to solve or fulfill needs of low to moderate complexity; utilizing knowledge management and escalates issues when necessary. Responsible for taking on-call on a regular basis and completing tasks and associated documentation within committed timeframes. Seeks to identify repeatable issues or requests and perform continuous process improvement activities to ultimately improve customer satisfaction.

DMI, LLC is seeking a Junior Computer Systems Analyst to join us to have total ticket ownership for service Network Service Requests and escalated incidents/issues. They will serve as the first point of contact for network service requests, categorizing and assigning tickets within ServiceNow, and ensure accurate documentation of user issues and coordinate with engineering teams for swift resolution.

Lead and assist in developing and implementing new applications, specifically focusing on labor distribution and effort certification. Track functionality changes due to application upgrades, explore the application to understand current and future capabilities, and direct and execute documentation of functional specifications for developing feature requests defined by the organization unit and governance committee. Oversee, develop, and assist in executing testing plans in all environments for new features.

Maintains smooth operation of multi-user computer systems, coordinating with network engineers. Monitors system resources to maintain operating efficiency and performs systems security administration functions, including creating user profiles & accounts. Makes recommendations to purchase hardware/software and coordinates installation/backup recovery. Requires 5-7 years' experience and a BA/BS degree or equivalent.

Enhance organizational efficiency and effectiveness by evaluating and improving business processes through technology solutions. This involves determining operational objectives, analyzing requirements, designing workflows, and maintaining comprehensive system documentation to support ongoing process improvement and cost reduction. Actively support the organization on multiple projects.

The IT Support Representative will provide technical support to franchise owners, Home Office employees, and international franchise partners by troubleshooting issues, scheduling support, coordinating with vendors, and creating documentation to ensure smooth operations and efficient service delivery.

As a Junior Service Desk Specialist, you will triage tickets, troubleshoot technical issues, and document resolutions to support future AI-driven automation. You'll collaborate with a diverse team and contribute to streamlining ticketing systems to improve service delivery and have the flexibility of a fully remote setup.

Ensure customer centricity at the front lines of supporting our users by managing our support desk and communications, troubleshooting technical and non-technical inquiries, and building support documentation and workflow efficiencies. You will drive a proactive technical support function and provide a phenomenal user experience as we continue to scale.