End User Systems Specialist

Posted Date 2 months ago(7/20/2021 6:08 PM)
Job ID
Infrastructure Support

About DMI

DMI (Digital Management, LLC.), 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, IoT and big data 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 Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at and on LinkedIn, Twitter, Facebook, and Instagram.


About the Opportunity

The End User Systems Specialist is a key member of DMI’s client and will be primarily responsible for supporting DMI customer’s end user technology environment and Customer Executive offices. This position is located at the DMI client office in Crownsville, MD. Therefore, exceptional Customer Service etiquette and skills are a must. The incumbent will directly support VIP staff and team members. This includes, but is not limited to, maintenance and management of company desktops, notebooks, mobile devices, printers, servers and other office equipment and related software. In addition, this individual will participate in the implementation of new hardware and software including the installation and configuration of Microsoft and Google applications on the end user computers. The client Executive Office is a flagship location, and various video conferencing platforms are heavily leveraged.


Duties include:

  • Planning, integration, and maintenance of software and hardware for local or wide area computer networks. This may include installation of applications software and customization as required, creation of user accounts and management of account privileges, providing user support, training of users in software and hardware, and the installation and maintenance of network hardware such as printers, scanners or other networked devices.
  • This position role may be called upon to coach/mentor/train DMI client new hires and/or junior team members.
  • Troubleshoot and resolve issues with desktop hardware and software pertaining to systems operations.
  • Troubleshoot and resolve issues with desktop hardware and software pertaining to LAN connectivity.
  • Maintain and perform hardware set up, proper configuration and system modifications to assure high availability and performance.
  • Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages.
  • Escalate unresolved problems to staff with specific expertise, such as developers, network or system engineers, and database administrators in a timely manner.
  • Collaborate effectively with team members and other DMI client team members to resolve and document issues.
  • Assist LAN, WAN and other DMI client teams as required/needed.
  • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools.
  • Communicate technical issues to DMI client management and peers as needed.
  • Perform other job-related duties as required by business needs.
  • Provide training to onsite and remote users.
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
  • Works with customer, vendors, and DMI client team members as needed for video conference setup, testing, evaluation.
  • Install, administer, troubleshoot, and maintain LAN, PC and peripheral equipment.
  • Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software.
  • Create and maintain documentation on IT processes and procedures, instructional guides, etc.
  • Thorough documentation of incident/request activities in ServiceNow
  • Out-of-hours on-call responsibilities as assigned/needed.


The ideal candidate will possess the following:

  • Extensive experience in supporting video conference sessions using tools such as Zoom, Webex, Cisco Jabber, GoToMeeting, Google Meet, etc.
  • Minimum 5-7 years IT Desktop Services and some LAN support experience required.
  • Experience providing support to business community users up to senior executive level.
  • In-depth knowledge of Windows operating systems required – XP, Windows 7, Windows 8, Windows 10. Working knowledge of Windows Server 2003/2008/2012 preferred, but not required.
  • In-depth knowledge of and experience working with MS Office Suite (2003, 2007, 2010. 2013, 2016, O365), Adobe (multiple versions), and other desktop applications (WebEx, Zoom, GoToWebinar/Meeting. Google Suite, and other collaboration tools).
  • Thorough experience with configuring, upgrading, troubleshooting desktop and laptops computers, printers, scanners and other peripheral devices.
  • Experience using PC support tools such as LANDesk, Bomgar, WebEx, and Dame Ware preferred. Google Suite experience preferred.
  • Familiarity and experience with SCCM/Tanium preferred, but not required.
  • Active Directory administration and account management experience required.
  • Thorough knowledge of security enhancement/monitoring products for PC and laptop environment, i.e. Malwarebytes, SEP12 McAfee, etc.
  • ITIL v3 certification preferred.
  • Incident management and Problem management experience highly desired.
  •  Must have excellent customer service skills and background.


Physical Demands: Work is performed in normal office settings and at users' work sites. When at users' sites, the work may involve exposure to electrical wires and outlets, and safety procedures must be strictly followed. The work may require moving computers and printers weighing up to 50 pounds. Employee may need to occasionally work at other locations and may need to use a state or personal vehicle, as necessary.

Work requires use of protective equipment such as goggles, gloves, mask, etc.  As per State of MD COVID-19 rules, regulations, and precautionary measures when/if in-person encounters may be needed, a face mask is mandatory.


Equipment Used: In most cases, a personal computer will be the team members’ main tool for daily job performance. In addition, a hand-held mobile device (smart phone) is also required for this position. Hand tools may occasionally be necessary to repair hardware.

Location: Crownsville, MD


Working at DMI

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

  • Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
  • Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
  • Development – Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
  • Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
  • Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options. 

Employees are 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. DMI maintains a drug-free workplace.


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