DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI (Digital Management, LLC.) is looking for a Systems Administrator to provide Tier I/II helpdesk support in the Northern Virginia area. We are looking for a highly organized and detail-oriented professional to provide end-user support for the FEMA Mobility Service Center. The successful candidate will provide MDM technical support via phone, email, and chat. When necessary, the Systems Administrator will cross-train and participate in other responsibilities of the Helpdesk team.

Duties and Responsibilities:

• Create and manage incoming service requests via multiple methods including ServiceNow, phone calls, and emails in a timely manner.
• Answer inbound phone calls and respond to emails with concise verbal and written communications.
• Assist end-users with device enrollment, data transfers, troubleshooting, iOS software support, as well as training and guidance.
• Provide personable and professional customer service utilizing critical thinking and problem-solving skills to resolve customer issues.
• Act as an Intune subject matter expert by being proactive in maintaining working knowledge of current solutions and support tools.
• Adhere to documented policy and procedures with the ability to clearly communicate them to users in the field.

• Provide supplemental support as needed for remote delivery of new devices such as iPads and smartphones.
• Manage ticketing queue and conduct follow-ups according to set guidelines.
• Provide rotational on-call support for after-hours and disaster needs (once every 7-9 weeks).

• Complete successful background investigation and secure Public Trust.
• Ability to provide on-site support at local FEMA facilities.
• The ability to work weekends and provide on-call disaster support.
• Strong written and verbal communication skills.
• Attention to detail with the ability to multitask and thrive in a fast-paced environment.
• The ability to utilize critical thinking to diagnose and resolve technical problems.
• Ability to work independently without relying on significant management oversight.

Education and Years of Experience:  

• High school diploma or the equivalent.
• A minimum of 3-5 years of experience providing IT support.
• A minimum of 2 years of experience in a helpdesk environment.

Desired Skills/Certifications: 

• ITIL
• CompTIA
• Experience with Intune or other Mobile Device Management software.
• ServiceNow Admin Certified.
• Proficiency in using Microsoft Office products.
• Experience working for a mobile carrier or equivalent

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote, US (Candidate needs to be from the DMV or Winchester area) 

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. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• 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 matches 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 acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other 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 based on 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.