Service Desk Help Desk Technician

1 month ago(11/9/2017 1:09 PM)
Job ID
Infrastructure Support


About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at and on LinkedIn, Twitter, Facebook, and Google+.


About the Opportunity

Service Desk Operations services include but are not limited to the following tasks:

  • The IT applications service desk shall provide one-on-one customer support to users of applications and systems
  • The service desk support staff shall operate the help desk phone system/or and service desk tracking system, answer incoming user calls or requests, log tickets and service requests, review incoming tickets and service requests, research and provide resolution to user problems, escalate tickets and requests to appropriate personnel, as well as monitor and report on service desk performance
  • The contractor will be responsible for ongoing service desk operations and as such shall be required to provide business and project management support to ensure that specified tasks are planned and executed in an efficient and timely manner
  • The contractor shall also advise government personnel on incremental changes that could lead to continuous improvement in service desk delivery and customer satisfaction
  • Service desk contractor staff are expected to have previous experience in service desk operations and execute a training program for service desk support staff to ensure that operational service desk technicians have the knowledge required to assist users directly through their initial contact with the service desk
  • The contractor shall provide coverage 8 AM EST to 6 PM EST. Special events and crisis support may require services outside of the normal coverage hours. 

Duties and Responsibilities:   

Personnel who provide Service Desk Operations services must meet the following minimum qualifications:

  • Must have the ability to become proficient in system use and interoperability
  • Must be capable of evaluating and providing resolution for user tickets independently, documenting resolution in the appropriate ticketing system and communicating directly with users 


Education and Years of Experience: 

  • Must have a minimum of two years of IT or customer support experience

Required Skills/Certifications:

  • Active TS is required (SCI eligible)

Physical Requirement(s): No Physical Requirement


Location: Washington, D.C


Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

***************** No Agencies Please *****************

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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