Help Desk Specialist

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 Specialist to join us. The Help Desk Specialist provides Tier I and Tier II IT support to end users within the Department of Defense (DoD) enterprise. This role is part of the broader Service Desk Management function and is responsible for resolving incidents, fulfilling service requests, and ensuring high-quality customer service in accordance with established performance standards.

Duties and Responsibilities :

• Incident and Request Management :
• 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.
• Technical Support :
• 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.
• Customer Service :
• 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.
• Knowledge Management :
• Reference and contribute to the Service Desk knowledge base and SOPs.
• Identify recurring issues and recommend updates to documentation or processes.
• Metrics and Reporting Support :
• 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

Qualifications

Required Skills / Certifications :

Min Citizenship Status Required : Must be a U.S. Citizen

Physical Requirements : There are no physical requirements for this position .

Location : McLean, VA

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together :

These values aren’t just ideals—they show up in how we support every part of your well-being :

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

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.