Customer Support Representative Specialist

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, ef?cient, and cost-effective solutions that drive measurable results. Learn more at

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.

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

#LI-SM3

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:

• Do Whats Right We lead with honesty and integrity.
• Own the Outcome We take responsibility and deliver.
• Deliver for Our Customers We are relentless about delivering value.
• Think Bold, Act Smart We innovate with purpose.
• Win Together We collaborate and celebrate our success.

These values arent just idealsthey show up in how we support every part of your well-being:

• Convenience/Concierge Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

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.

***************** 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.