End User Support Specialist - Tier 1

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 End User Support Specialist 1 to join us. Our managed services business needs a Desktop Support Specialist I (DSS I) to join our staff. Desktop support specialists are expected to provide an excellent end user experience, which includes resolving potential or actual technical issues. Their day consists of troubleshooting different software packages, hardware devices, and other peripherals. Additionally, desktop support specialists configure computer systems according to company policies. They must follow strict privacy regulations when it comes to handling sensitive data inside company drives. They help diagnose problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems while minimizing downtime and increasing productivity. They also help with data back-up duties in case of data corruption.

• →Work with vendors to troubleshoot and resolve issues.
• →Deliver support for reported problems with desktop computers, laptops, peripherals, and mobile devices.
• →Install and configure desktop computer hardware, software and peripherals using standard procedures.
• →Assisting individuals who have problems with computer hardware, software, or networks by asking them to describe the problem and walking customers through potential solutions.
• →Train people in the use of computer hardware and software, including how to use printers, email programs, and various software applications.
• →Keeping track of pending and completed computer help-desk requests to monitor the performance of a company’s product (for example, software or hardware), or the overall health of a company’s computer and network systems.
• →Answer inbound phone calls and respond to voicemails.
• →Answer inbound chats.
• →Maintain satisfactory quality assurance scores.
• →Assist other teams with overflow work.

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.

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

• Associate degree or better in Information Technology or Computer Science.
• CompTIA A+ certification - confirms entry-level IT employees’ competence in basic network communications, installations, and maintenance of computer hardware.
• Microsoft’s Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications - for entry-level IT professionals and indicates that an individual possesses fundamental knowledge of specific Microsoft products. In addition, individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Cisco’s Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) – Certifications that the DDS I can receive in routing and switching, design, network security, and wireless, among other fields, validate a candidate’s ability to install, manage, protect and troubleshoot small branch networks.