Desktop Support Technician

About DMI: DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, Omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in the Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+.About the Opportunity:

DMI is currently seeking to hire a Desktop Support Technician to support operations for a Federal Government customer in the DC metro area. The Systems Administrator is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Specifically, this consists of managing the allocation, workflow, and resolution of all Remedy Incident and Service Request tickets pertaining to ClassNet and OpenNet workstations, monitors, network printers, and digital senders within the Department of State consolidated Bureaus

Duties and Responsibilities:

• Performs systems administrative and operational duties on computer systems
• Maintain files as required by the vendor of custom design application
• Analyze, evaluate and test software and hardware problems
• Perform installation, planning and security of computer facilities
• Responsible for developing and maintaining systems configuration
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems
• Acts as a technical resource for all users
• Contribute to finding improvements in the hardware, software or infrastructure related services
• Working to agreed SLA's in order to resolve customer issues in a timely manner
• Organize appropriate training and utilize commercial and government off-the-shelf products (COTS and GOTS)
• Install, troubleshoot, support and configuration of microcomputer hardware and software systems, to include servers
• Also performs same functions for peripheral devices such as modems, scanners, printers, and fax devices
• Provide troubleshooting diagnosis, and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Qualifications:Education and Years of Experience:

• An IT (or similar) based Bachelors degree or equivalent work experience
• Must be a US citizen with an active Top Secret (TS) clearance
• One or more industry standard certifications, i.e. A+, Security+, Network+, etc.

Required Skills/Certifications:

• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of Remedy ticket system; creating, updating and closing tickets
• Previous experience providing Tiers 1 and 2 technical support, both hardware and software related
• Excellent attention to detail
• Experience with computer terms and customer service operations
• 3-5 years of related experience

Desired Skills or Experience:

• ITIL v4 (Foundations) is a plus

Physical Requirements:

• Ability to lift and move 30 lbs of equipment

Location: Washington, DC

Working at DMI
DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veteran/Disabled.
***************** 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.