Help Desk Specialist, Tier 1 Call Center

DMI • McLean, VA

25d

About The Position

DMI, LLC is seeking a Help Desk Technician - Varying Levels to join us. 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. This role is responsible for resolving routine technical problems, escalating complex issues, and ensuring a high level of customer satisfaction.

Requirements

• Clearance: Active Secret clearance (TS/SCI preferred)
• Certifications: 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

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees