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DMI · 2 months ago

Help Desk Specialist, Tier 1 Call Center

US-VA-McLean

Full-time

Onsite

Mid Level

4+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Help Desk Specialist to provide Tier I technical support in a high-volume call center environment, resolving routine technical problems and ensuring high customer satisfaction.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Respond to incoming calls, emails, instant messages, and self-service tickets from users across multiple DoD networks (NIPRNet, SIPRNet, Yellow Network)

Provide Tier I troubleshooting for hardware, software, and network connectivity issues

Use remote desktop tools (e.g., DameWare) to assist users in real time

Accurately log all interactions in the Ticket Management System (TMS), currently ServiceNow

Categorize, prioritize, and update tickets in accordance with established SOPs and performance standards

Strive for First Call Resolution (FCR) and escalate unresolved issues to Tier II or other support teams

Meet or exceed service level targets such as Average Speed to Answer (ASA), call abandonment rate, and FCR rate

Participate in quality assurance reviews and contribute to service improvement initiatives

Reference and contribute to the knowledge base to support consistent issue resolution

Identify recurring issues and recommend updates to documentation or training materials

Work closely with queue managers, Tier II support, and other J6 service centers to ensure timely and effective resolution of user issues

Support surge operations and special events as required

Qualification

DoD 8570.01-M IAT Level IIWindows OSMicrosoft Office SuiteITSM toolsRemote support softwareCustomer service skillsCommunicationProblem-solving skills

Required

Active Secret clearance (TS/SCI preferred)

DoD 8570.01-M IAT Level II (e.g., Security+)

Help Desk Institute (HDI) or A+ related certifications

4+ years of experience in IT help desk or customer support roles, preferably in a DoD or federal environment

Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking concepts

Familiarity with ITSM tools (e.g., ServiceNow) and remote support software

Excellent communication, problem-solving, and customer service skills

Ability to work in a high-tempo, mission-critical environment with rotating shifts

Must be a U.S. Citizen

Benefits

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.

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

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees