Customer Support Representative Specialist

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Customer Support Representative Specialist  to join us.

• →Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
• →Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests.
• →Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure.
• →They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes.
• →This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.

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.

• In-depth knowledge of IT service desk operations
• Expertise in ticket resolution and escalation
• Strong customer service and communication skills
• Ability to identify and resolve recurring issues
• Analytical skills
• Omnichannel Support