VIP Support Consultant

DMI•McLean, VA

About The Position

DMI, LLC is seeking a VIP Support Consultant to join us. The VIP Support Consultant provides specialized IT support to senior Department of Defense (DoD) leadership, including General Officers, Senior Executive Service (SES) members, and Presidential Appointees. This role ensures high-touch, white-glove service delivery across classified and unclassified networks, mobile platforms, and remote environments.

Requirements

Active Secret clearance (TS/SCI preferred)
Proven experience supporting executive level leadership in a DoD or federal IT environment.
Strong troubleshooting skills across Windows, mobile, and secure systems.
Familiarity with VIP support protocols and high-urgency service delivery.
10+ years of experience in IT service delivery, with at least 2 years in a leadership role.
DoD 8570.01-M IAT Level II (e.g., Security+).
Help Desk Institute (HDI) or A+ related certifications
Excellent communication and customer service skills.
Ability to work independently and under pressure.
Proficiency with remote support tools (e.g., DameWare), TMS platforms, and mobile device management systems.
Strong knowledge of ITIL-based service management practices.
Familiarity with DOD networks (NIPRNet, SIPRNet), mobile device management, and secure communications.
Excellent communication, coordination, and customer service skills
Must be a U.S. Citizen

Responsibilities

Direct VIP Support: Deliver Tier II/III technical support to Level II “Gold” and Level III “Platinum” VIP users. Provide on-site and remote troubleshooting for desktops, laptops, mobile devices (DMCC, WINDAR-S), and secure communications equipment. Conduct daily wellness visits to ensure systems are operational and travel kits are ready.
Incident Management: Own VIP incidents and service requests from initiation to resolution. Ensure timely updates and communication with VIP users and their staff. Document all interactions and resolutions in the Government ticketing system (e.g., ServiceNow).
Mobility & Remote Support: Support classified and unclassified mobile devices, including provisioning, configuration, and lifecycle refresh. Provide residential support for VIPs, including installation and maintenance of Home Kits and SCIF-based systems. Coordinate international travel support and ensure compliance with security protocols.
Collaboration & Coordination: Work closely with internal J6 teams, DISA, and external service providers to resolve complex issues. Participate in planning and execution of COOP and special event support. Maintain accurate VIP rosters, equipment inventories, and support documentation.
Reporting & Documentation: Contribute to daily and weekly reports, including VIP Wellness Status Reports and Mobility Status Reports. Maintain knowledge base articles and SOPs related to VIP support.

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.

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