Help Desk Specialist, Tier 1 Call Center

Help Desk Specialist, Tier 1 Call Center

Job ID

2025-28340

Category

System Engineering

Location

US-VA-McLean

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

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.

Duties and Responsibilities :

Customer Interaction & Support :

• 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.
• Ticket Management :
• 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.
• Performance Monitoring :
• 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.
• Knowledge Management :
• Reference and contribute to the knowledge base to support consistent issue resolution.
• Identify recurring issues and recommend updates to documentation or training materials.
• Collaboration :
• 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.

Qualifications

Required Skills / Certifications :

Min Citizenship Status Required : Must be a U.S. Citizen

Physical Requirements : There are no physical requirements for this position .

Location : McLean, VA

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together :

These values aren't just ideals-they show up in how we support every part of your well-being :

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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