Help Desk Specialist, Tier 1 Call Center
DMI2 days ago
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OnsiteFull-timeMid
Summary
DMI is seeking a Help Desk Specialist, Tier 1 Call Center to join their team in McLean, VA. The role involves providing 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.
About the Role
As a Help Desk Specialist, you will be responsible for responding to incoming calls, emails, and self-service tickets, providing troubleshooting for hardware, software, and network issues, and managing ticket logs in the Ticket Management System. You will strive for First Call Resolution and collaborate with other support teams to ensure timely issue resolution.
About You
Required:
- Active Secret clearance (TS/SCI preferred).
- DoD 8570.01-M IAT Level II certification (e.g., Security+).
- 4+ years of experience in IT help desk or customer support roles, preferably in a DoD or federal environment.
- Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking concepts.
- Familiarity with ITSM tools (e.g., ServiceNow) and remote support software.
- Excellent communication, problem-solving, and customer service skills.
Preferred:
- Help Desk Institute (HDI) or A+ related certifications.
- Ability to work in a high-tempo, mission-critical environment with rotating shifts.
Benefits
- Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
- Annual performance reviews, tuition assistance, and internal career growth opportunities.
- Generous 401(k) matches, life and disability insurance, and financial wellness tools.
- Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
- Healthcare coverage, wellness programs, flu shots, and biometric screenings.
DMI
DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development. DMI supports federal, state and local agencies, and managed mobility commercial enterprise customers around the world. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.
McLean, VA