Deskside Support Technician Jobs

DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com | Careers | Twitter | LinkedIn | Facebook

About The Opportunity

DMI is looking for a Service Desk Technician – Tier 2 (SDT2) to support a federal customer in the DC Metro area . This candidate will be responsible for the following:

Duties And Responsibilities

• Coordinate with SHR-WorkFlow and queue monitors to identify tickets needing to be re-routed/re-assigned in ServiceNow.
• Identify appropriate assignee group and reason for escalation and send complimentary email to escalation group for their awareness.
• Must be flexible and open to functioning as Service Desk (surge support), Deskside, or Baseline support as a remote technician.
• Token Enrollments/Configurations/Certification Setups
• Time management and professional communication with clients via Microsoft Teams, phone, and email. Ability to document all actions taken towards resolving client issues in the ticket log.
• Prioritize and execute against any work stoppage tickets assigned/unassigned.
• Experience with Avaya Agent and ServiceNow.
• Ability to handle remote based tickets received through the SDT2 queue or from tickets moved from the Deskside queues. Examples include:
• Work with queue monitors to identify oldest tickets in queue, assign them, and work them to closure/resolution.
• Communicate with Workflow, Queue Managers, Service Desk and Onsite team in the event tickets need to be moved to another queue, worked with the Service Desk, or if follow-up with a client(s) is required.
• Software Installs requiring extensive work and follow-ups
• Extensive software install and configuration experience for SDT2 queue priority escalation issues received directly or transferred from Onsite.
• Global Protect (VPN)/Network Adapter Issues
• If ticket needs to be pended, receive client approval/acknowledgement for pend and attached email to ticket.
• Domain Not Specified Issues

Education And Years Of Experience

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum five year’s equivalent work experience in a fast-paced Service Desk environment .

Desired Skills

• ServiceNow System Administration Certification and ITIL Certification is preferred.
• Understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas.
• Experience performing quality assurance responsibilities in support of ServiceNow.

Clearance: Applicants subject to a government security investigation and must meet eligibility requirements for access to classified information.

US Citizenship required: Yes

Location: Onsite

Qualifications

Location: Arlington, VA

Physical Requirements: N/A

US Citizenship Required

Working at DMI

The Following Categories Make Up Your DMI Wellbeing

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help met various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients.

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
• Development – Annual Performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
• Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options
• Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee

Employees are 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/Veterans/Disability.

• No Agencies Please *****************

Job ID: 2023-24963