Senior Helpdesk Specialist with Security Clearance

Senior Helpdesk Specialist with Security Clearance Apply for the Senior Helpdesk Specialist with Security Clearance role at Digital Management Ltd. First 25 applicants will be considered. The position was posted 3 days ago. About DMI: Digital Management Ltd 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. Responsibilities Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, and, if necessary, direct support calls to the appropriate technical team member for resolution. Provide telephone and online remote software/computer troubleshooting support for local and off‑site users to resolve network, computer, and software issues. Provide desk‑side assistance, including troubleshooting and replacing desktop and peripheral equipment. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Ensure all tickets include clear documentation of the problem, solution, end‑user identity, completion time, end‑user satisfaction, and other technical metrics. Analyze and assess equipment and performance degradation, including determining hardware, software, or other technical changes necessary. Assist in maintaining inventory control and location records of state‑owned IT equipment, software, and disposal of property as required. Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base. Provide daily and weekly status reports of ongoing efforts. Adhere to all security, change control, and project management office (PMO) policies, processes, and methodologies. Minimum Qualifications Bachelor's degree in Engineering, Computer Science, Information Systems, Business, or related discipline, or equivalent. Minimum of 7 years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications. Minimum of 3 years of experience using JIRA, ServiceNow, or other help‑desk ticketing applications. Minimum of 3 years of experience supporting LAN, switching, and wireless access points. Minimum of 3 years of experience managing enterprise antivirus solutions. Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite, enterprise applications, and Google Suite. Experience supporting desktop and laptop operating systems using Windows 11, Linux, and macOS. Experience managing multi‑function printers (Lexmark/HP/Canon/Konica). Experience with network technologies such as LAN/WAN, TCP/IP, UDP, DHCP, routers, switches, firewalls, or servers. Excellent communication skills, ability to learn quickly, lift and carry desktop equipment, and work collaboratively with technical teams and business users. Preferred Qualifications Minimum of 5 years managing Active Directory environment or servers. Experience as a Service Desk Administrator using JIRA or similar products. Experience with ServiceNow IT Service Management suite. Dell laptop and desktop certification (DCSE). Apple Certified Support Professional (ACSP) or equivalent. Microsoft Certified Solutions Expert or equivalently experienced. Cisco Certified Network Associate or Juniper certifications. Endpoint protection certificate or experience managing McAfee EPO or similar encryption tools. Experience with PMO processes, policies, and procedures. Additional Requirements Successful completion of a fingerprint background investigation. No restrictions on citizenship status. Physical requirements: none. Location: Hybrid, 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. Must be flexible to work overtime, including weekends, holidays, and off‑hours. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting 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. #J-18808-Ljbffr