Digital Management Ltd
Help Desk Specialist, Tier 1 Call Center with Security Clearance
Digital Management Ltd, Mc Lean, Virginia, us, 22107
Help Desk Specialist, Tier 1 Call Center with Security Clearance
About DMI DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity DMI, LLC is seeking a Help Desk Technician who will provide 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. The role is responsible for resolving routine technical problems, escalating complex issues, and ensuring a high level of customer satisfaction.
Responsibilities
Customer Interaction & Support
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.
Ticket Management
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 elevate unresolved issues to Tier II or other support teams.
Performance Monitoring
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.
Knowledge Management
Reference and contribute to the knowledge base to support consistent issue resolution.
Identify recurring issues and recommend updates to documentation or training materials.
Collaboration
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.
Qualifications
Clearance: 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.
Physical Requirements There are no physical requirements for this position.
Location McLean, VA
DMI Values
Do What’s Right – We lead with honesty and integrity.
Own the Outcome – We take responsibility and deliver.
Deliver for Our Customers – We are relentless about delivering value.
Think Bold, Act Smart – We innovate with purpose.
Win Together – We collaborate and celebrate our success.
Benefits & Culture
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings.
Additional Information No Agencies Please. 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
About the Opportunity DMI, LLC is seeking a Help Desk Technician who will provide 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. The role is responsible for resolving routine technical problems, escalating complex issues, and ensuring a high level of customer satisfaction.
Responsibilities
Customer Interaction & Support
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.
Ticket Management
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 elevate unresolved issues to Tier II or other support teams.
Performance Monitoring
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.
Knowledge Management
Reference and contribute to the knowledge base to support consistent issue resolution.
Identify recurring issues and recommend updates to documentation or training materials.
Collaboration
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.
Qualifications
Clearance: 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.
Physical Requirements There are no physical requirements for this position.
Location McLean, VA
DMI Values
Do What’s Right – We lead with honesty and integrity.
Own the Outcome – We take responsibility and deliver.
Deliver for Our Customers – We are relentless about delivering value.
Think Bold, Act Smart – We innovate with purpose.
Win Together – We collaborate and celebrate our success.
Benefits & Culture
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings.
Additional Information No Agencies Please. 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