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DMI · 3 days ago

Help Desk Specialist, Tier 1 Call Center

Virginia, United States

Full-time

Onsite

Mid Level

4+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The Help Desk Specialist provides Tier I technical support in a high-volume call center environment, serving as the initial point of contact for IT issues across the DISA J6 enterprise, responsible for resolving routine technical problems and ensuring 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 SuiteServiceNowCustomer service skillsBasic networking conceptsRemote support softwareProblem-solving skillsCommunication skills

Required

Active Secret clearance

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

Strong knowledge of Windows OS

Strong knowledge of Microsoft Office Suite

Basic networking concepts

Familiarity with ITSM tools (e.g., ServiceNow)

Familiarity with remote support software

Excellent communication skills

Excellent problem-solving skills

Excellent customer service skills

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

Must be a U.S. Citizen

Preferred

TS/SCI clearance preferred

Experience in a DoD or federal environment

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