VIP Support Technician

DMI•McLean, VA

6d•Onsite

About The Position

DMI, LLC is seeking a VIP Support Technician to join us. The VIP Support Technician provides dedicated, high-priority IT support to senior Department of Defense (DoD) personnel, including General Officers, Senior Executive Service (SES) members, Presidential Appointees (PAS), and other designated VIPs. This role ensures rapid incident resolution, proactive system maintenance, and seamless IT service delivery across classified and unclassified networks.

Requirements

Clearance: Top Secret with SCI eligibility.
Experience: Proven experience supporting senior 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.
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.
Must be a U.S. Citizen

Responsibilities

Deliver Level II “Gold” and Level III “Platinum” support to VIP users, including on-site and remote troubleshooting for NIPRNet, SIPRNet, and higher classification systems.
Provide 24x7x365 support, including after-hours and emergency response, for VIP incidents and service requests.
Conduct daily wellness visits to Level III VIPs to proactively identify and resolve IT issues.
Support VIP travel by provisioning and testing mobile and secure communications equipment (e.g., DMCC, WINDAR-S).
Install, configure, and maintain desktop and mobile devices, including secure systems and COMSEC equipment.
Maintain and manage Home Kits and on-base residence IT setups for VIPs.
Coordinate with internal and external support teams to ensure cradle-to-grave ownership of VIP tickets.
Document incidents and service requests in the Ticket Management System (TMS) (e.g., ServiceNow).
Provide training and user support for unified communications, remote access, and secure mobile platforms.
Ensure compliance with cybersecurity protocols, including data-at-rest encryption and classified spillage remediation.
Maintain bench stock of pre-configured equipment for rapid deployment.

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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