DMI · 14 hours ago
Help Desk Specialist
Virginia, United States
Full-time
Onsite
Entry Level
2+ years expDMI 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 and Tier II IT support to end users within the Department of Defense enterprise, resolving incidents and ensuring high-quality customer service.
Cyber SecurityEnterprise SoftwareInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Receive, document, and resolve user incidents and service requests via phone, email, chat, and walk-ins using the Government’s Ticket Management System (TMS), currently ServiceNow
Perform initial troubleshooting and resolve issues at Tier I/II level or escalate to appropriate support teams
Ensure tickets are updated regularly and closed in accordance with SOPs and performance metrics
Provide support for desktops, laptops, mobile devices, printers, and standard DoD-approved software
Assist with account management tasks such as password resets, access issues, and VPN/Citrix support
Use remote desktop tools to resolve issues and guide users through solutions
Deliver professional, courteous, and timely support to all users, including VIPs when required
Maintain ownership of tickets from intake to resolution, ensuring user satisfaction and proper documentation
Follow up with users to confirm resolution and gather feedback
Reference and contribute to the Service Desk knowledge base and SOPs
Identify recurring issues and recommend updates to documentation or processes
Support the collection of service metrics such as First Call Resolution (FCR), ticket aging, and resolution times
Participate in quality assurance reviews and provide feedback for service improvement
Qualification
Required
Active Secret clearance
DoD 8570.01-M IAT Level II (e.g., Security+)
Help Desk Institute (HDI) or A+ related certifications
2 years of experience in IT help desk or technical support roles
Strong knowledge of Windows OS, Microsoft Office Suite, and remote support tools
Familiarity with ITIL-based service management practices and enterprise ticketing systems (e.g., ServiceNow)
Excellent communication, problem-solving, and customer service skills
Ability to work in a high-tempo, mission-critical environment with shifting priorities
Must be a U.S. Citizen
Preferred
TS/SCI clearance preferred
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.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$8.44MKey Investors
OceanSound Partners
2021-10-26Private Equity
2016-08-31Series Unknown· $4.19M
2013-06-03Debt Financing· $0.2M
Leadership Team
Gary Wang
Chief Technology Officer
Jay Sunny Bajaj
Founder and Board Member
Recent News
Company data provided by crunchbase