Customer Support Representative Specialist

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    "datePosted": "2026-05-04T04:00:00.000Z",
    "description": "<h2>About DMI</h2>\n<p>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</p>\n<h2>About the Opportunity</h2>\n<p>DMI, LLC is seeking a <strong>Customer Support Representative Specialist  </strong>to join us.</p>\n<p> </p>\n<p><strong>Duties and Responsibilities:</strong></p>\n<ul>\n <li>Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. </li>\n <li>Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. </li>\n <li>Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. </li>\n <li>They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes. </li>\n <li>This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.</li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Required Skills & Certifications:</strong></p>\n<ul>\n <li>In-depth knowledge of IT service desk operations</li>\n <li>Expertise in ticket resolution and escalation</li>\n <li>Strong customer service and communication skills</li>\n <li>Ability to identify and resolve recurring issues</li>\n <li>Analytical skills</li>\n <li>Omnichannel Support</li>\n</ul>\n<p><strong>Background Requirements: </strong>Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.</p>\n<p><strong> </strong></p>\n<p><strong>Citizenship Status Required: </strong>Must be a <u>U.S. Citizen</u></p>\n<p><strong> </strong></p>\n<p><strong>Physical Requirements:</strong> None required for this position.</p>\n<p><strong> </strong></p>\n<p><strong>Location: </strong>Remote, US</p>\n<p> </p>\n<p>#LI-SM3</p>\n<h2>Working at DMI</h2>\n<p>DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:</p>\n<p> </p>\n<ul>\n <li><strong>Do What’s Right</strong> – We lead with honesty and integrity.</li>\n <li><strong>Own the Outcome</strong> – We take responsibility and deliver.</li>\n <li><strong>Deliver for Our Customers</strong> – We are relentless about delivering value.</li>\n <li><strong>Think Bold, Act Smart</strong> – We innovate with purpose.</li>\n <li><strong>Win Together</strong> – We collaborate and celebrate our success.</li>\n</ul>\n<p>These values aren’t just ideals—they show up in how we support every part of your well-being:</p>\n<p> </p>\n<ul>\n <li><strong>Convenience/Concierge</strong> – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.</li>\n <li><strong>Development</strong> – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.</li>\n <li><strong>Financial</strong> – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.</li>\n <li><strong>Recognition</strong> – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.</li>\n <li><strong>Wellness</strong> – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.</li>\n</ul>\n<p>DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.</p>\n<p> </p>\n<p><strong>***************** No Agencies Please *****************</strong></p>\n<p> </p>\n<p>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.</p>",
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