Help Desk Specialist

DMI • McLean, VA

2d

About The Position

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.

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
• 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

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

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