Customer Support Representative Specialist

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

Duties and Responsibilities: 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.

Qualifications

Required Skills & Certifications: 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 Background Requirements: Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.

Citizenship Status Required: Must be a U. S. Citizen Physical Requirements: None required for this position. Location: Remote, US Minimum Salary Rate $60,000 Median Salary Rate $72,000 Working at DMI DMI is a diverse, prosperous, and rew