• Helpdesk Specialist

    Posted Date 1 year ago(2/20/2018 2:24 PM)
    Job ID
    Infrastructure Support
  • About DMI

    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 the Washington DC area, with satellite offices around the world. Additional information is available at and on LinkedIn, Twitter, Facebook, and Google+.

    About the Opportunity

    About the Opportunity

    DMI is currently seeking to hire a Helpdesk Specialist to support a 24x7x365 service desk for a Federal Government customer in Beltsville, MD.

    Duties and Responsibilities:

    • Answer Help Desk phones and provide Tier I support to users on a variety of issues
    • Responds to telephone calls, email and personnel requests for technical support
    • Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
    • Documents, tracks, and monitors the problem to ensure a timely resolution
    • Possess strong customer service and communications skills
    • Analyze, evaluate, and test software and hardware problems
    • Handle heavy call volume

    Knowledge, Skills, and Abilities:

    • Experience using Microsoft Office tools
    • Windows Operating Systems
    • Strong customer service and strong communication skills (both written and verbal)
    • Excellent interpersonal skills, especially ability to listen and understand what is being described
    • Working knowledge of Remedy ticket system; creating, updating and closing tickets
    • Experience with computer terms and customer service operations




    • High School diploma with 2-4 years of related experience
    • Must be US Citizen with a Secret clearance (or higher)
    • Security+, A+ or Network+ certification

    Physical Requirements: N/A

    Location: Beltsville, MD

    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/Veteran/Disabled.

    ***************** 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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