24/7 Remote IT Service Desk Specialist

Digital Management Llc; United States; Remote; USD 54,000 - 66,000; Full time

Job summary

DMI, LLC is seeking a Customer Support Representative Specialist to join our remote US-based team. You will provide 24/7 IT support as the first point of contact, using ITIL-based processes to log, classify, and resolve incidents and service requests.

You will monitor SLA thresholds, escalate when needed, and identify recurring issues to improve tools and the knowledge base. Strong customer service and omnichannel skills are essential.

Qualifications

• 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.

Responsibilities

• Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
• Uses ITIL-based service management processes to log, classify, and resolve incidents and service requests.
• Proactively monitors incidents nearing SLA thresholds and escalates as needed.
• Identifies trends and recurring issues, recommending improvements to reduce incident volumes.
• This role is critical to delivering reliable and responsive IT support.

Skills

IT service desk

Ticket resolution

Escalation management

Customer service

Issue trend analysis

Omnichannel support

Job description

DMI, LLC is seeking a Customer Support Representative Specialist to join our remote US-based team. You will provide 24/7 IT support as the first point of contact, using ITIL-based processes to log, classify, and resolve incidents and service requests.

You will monitor SLA thresholds, escalate when needed, and identify recurring issues to improve tools and the knowledge base. Strong customer service and omnichannel skills are essential.