End User Support 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, efficient, and cost‑effective solutions that drive measurable results. Learn more at About The Opportunity DMI, LLC is seeking an End User Support Specialist to join us. The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies with all of their end‑user technology needs. This includes maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software specific to each agency’s needs. The position supports all Windows operating systems, current and legacy, and standard productivity software as determined by DoIT, including Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. The role also supports video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet. Although the position typically supports a single location or agency, it may be required to support other locations or agencies, potentially requiring the use of a State or personal vehicle. Standard mileage allowance will be paid for use of a privately owned vehicle if a state vehicle is not available. Duties and Responsibilities 30% IT Hardware & Software Support – Installation and maintenance of hardware such as printers, scanners, and other devices; maintenance of critical software for user support (e.g., anti‑virus, encryption); installation of application software and customization as required; troubleshooting and resolving issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting system operations and performance; ensuring desktops interconnect with diverse systems including validation systems, file servers, email servers, conferencing systems, application servers, and administrative systems; installing, testing, and supporting new and existing software; installing upgrades and service packs; staying current on new and emerging technologies; assisting customers with video conference setup and testing; installing and setting up office computer equipment, printers, and other IT equipment for new and existing employees; configuring laptops for teleworkers and ensuring timely delivery of equipment by mail. 20% Customer Service – Maintaining a strong customer service focus by meeting established SLO/SLAs, documenting all work in ServiceNow per DoIT Ticket Handling Etiquette guidelines, and keeping customers informed of progress. 20% Queue & Workload Management – Documenting all work in ServiceNow, creating user accounts and managing account privileges, creating and updating tickets for user interactions, and working on assigned tickets to meet SLO/SLAs. 15% IT Collaboration – Collaborating with End User Support team members, DoIT technical teams, and peers to solve technical issues, document reported issues, and promote knowledge sharing. 5% Technical Projects – Working on technical projects as assigned, maintaining appropriate documentation, and reporting project-related issues, milestones, and deliverables. 5% IT Asset & Inventory Support – Assisting with physical inventory for DoIT supported sites and reconciling moves, adds, and changes with the asset database. 5% Other Duties as Assigned – Performing other job‑related duties as required by business needs, in accordance with DoIT asset policies. Qualifications Prefer at least an Associate’s degree but not required. 3+ years of help desk/desktop support experience required. Must have strong communication and customer service skills. Required and Desired Skills/Certifications A+ Network+ Security+ Additional Requirements This position requires the End User Support Specialist to identify and decide the best resolution for presented issues, including technical escalations. The employee will anticipate, plan, coordinate, and evaluate the technical requirements and needs of DoIT supported customers, providing recommendations to team members and users as appropriate. Physical Requirements No physical requirement is needed for this position. Location Crownsville, MD. Fully onsite. Shift Monday–Friday, 9:00 am–5:30 pm. Working at DMI Do What’s 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 manifest in well‑being initiatives including virtual health visits, commuter perks, pet insurance, entertainment discounts, annual performance reviews, tuition assistance, 401(k) matches, life and disability insurance, wellness programs, flu shots, and biometric screenings. 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