DMI

IT Mart SDA

Posted Date 2 months ago(8/24/2021 3:08 PM)
Job ID
2021-21815
Category
Infrastructure Support
Location
US-DC-Washington

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, 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 www.dminc.com and on LinkedIn, Twitter, Facebook, and Instagram.

About the Opportunity

Digital Management, LLC (DMI) is seeking a full time IT Mart SDA to provide customer facing walk-up support for Consolidated IRM customers. SDA creates Remedy tickets for work that is in scope to Vanguard 2.1 and out of scope. Out of scope work includes greeting customers and creating Remedy tickets for Global OpenNet (GO) Accounts, Remote account users, PKI and BlackBerrys.

 

Duties and Responsibilities:

  • Answer Front Desk phones and greet customers entering the IT Mart
  • Provide Tier I support to call-in and walk-in users on a variety of issues
  • Perform first call resolution for common issues like password resets
  • 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 customer requests in Remedy to ensure a timely resolution
  • Handle large customer walk-in queues and heavy call volume

 

Qualifications

Required Skills/Certifications:

  • 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

Education and Years of Experience

  • High school diploma 2-4 years of related experience

Additional Requirements

  • Must have a Secret clearance
  • Security+, A+, or Network+ certification preferred, HDA accepted 

Physical Requirements:  NA

 

Location: Washington, DC 

 

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 met 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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