VIP Support Field Technician

DMI•McLean, VA

12d•Onsite

About The Position

DMI, LLC is seeking a VIP Support - Field Technician to join us. The VIP Support Field Technician provides direct, on-site IT support to high-ranking Department of Defense (DoD) personnel, including General Officers, Senior Executive Service (SES) members, and Presidential Appointees. This role ensures rapid response and resolution of IT incidents and service requests in office, residential, and travel environments.

Requirements

Clearance: Top Secret with SCI eligibility.
Experience: 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.
3+ years of experience in IT support, preferably in executive or high-security environments.
Certifications: DoD 8570.01-M IAT Level II (e.g., Security+).
Help Desk Institute (HDI) or A+ related certifications
Skills: 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

On-Site Technical Support: Provide Tier II support for VIP users at the Pentagon and designated residential locations.
Install, configure, and troubleshoot desktops, laptops, mobile devices (DMCC, WINDAR-S), printers, and secure communications equipment.
Support classified and unclassified networks (NIPRNet, SIPRNet, and higher classifications).
Residential & Travel Support: Install and maintain Home Kits at VIP residences (~75 locations).
Provide 24x7x365 support for residential and travel-related IT needs.
Coordinate with internal and external teams for COOP and OCONUS travel support.
Incident Management: Respond to and resolve VIP incidents and service requests within defined performance metrics.
Document all actions in the Government ticketing system (e.g., ServiceNow).
Ensure cradle-to-grave ownership of assigned tickets.
Equipment Handling: Maintain and deploy pre-configured equipment for rapid replacement or initial issue.
Perform equipment testing, lifecycle refresh, and warranty coordination.
Ensure compliance with security protocols for device sanitization and COMSEC handling.
Customer Engagement: Conduct daily wellness visits to Level III VIPs to ensure system readiness.
Provide white-glove service and maintain a high level of professionalism in all interactions.

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume