Help Desk Support Specialist

3 hours ago


Arlington, Virginia, United States DMI Full time
About DMI

DMI is a leading global provider of digital services, operating at the intersection of public and private sectors. With a broad range of capabilities across IT managed services, cybersecurity, cloud migration, and application development, DMI delivers on-site and remote support to clients in various sectors, including governments, healthcare, financial services, transportation, manufacturing, and critical infrastructure.

About the Opportunity

DMI is seeking a Help Desk Analyst to support a federal customer in Arlington, VA. This role involves providing Tier I-II support to users on a variety of issues, responding to telephone calls, email, and personnel requests for technical support, and logging and prioritizing calls to ensure timely resolution.

Duties and Responsibilities
  • Answer Help Desk phones and provide technical support to users
  • Respond to telephone calls, email, and personnel requests for technical support
  • Log and prioritize calls to ensure timely resolution
  • Document, track, and monitor problems to ensure timely resolution
  • Possess strong customer service and communication skills
  • Analyze, evaluate, and test software and hardware problems
  • Handle heavy call volume
Requirements
  • Experience using Microsoft Office tools
  • Windows Operating Systems
  • Strong customer service and communication skills
  • Excellent interpersonal skills, especially ability to listen and understand
  • Working knowledge of ServiceNow ticket system
  • Experience with computer terms and customer service operations
Perks and Benefits

DMI offers a variety of perks and benefits to support employees' wellbeing, including virtual visits, pet insurance, commuter benefits, discount tickets, and financial wellness education. The company values its employees and provides opportunities for professional and personal development, including annual performance management, continuing education, and tuition assistance.

DMI is an Equal Opportunity Employer and maintains a drug-free workplace. 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.



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