Customer Support Representative Specialist

DMI (Digital Management, Inc.); United States; Remote; USD 54,000 - 66,000; Full time

Benefits offered by this job

Virtual health visits

Tuition assistance

401(k) matches

Life and disability insurance

Wellness programs

Entertainment discounts

Annual awards

Peer recognition

Job summary

DMI, a leading provider of digital services, seeks a Customer Support Representative Specialist to join our remote US team. You will be the first point of contact for user issues, delivering 24/7 IT support and logging, classifying, and resolving incidents using ITIL-based processes.

You will monitor incidents to prevent SLA breaches, identify trends, and suggest improvements to reduce volume and raise service quality, helping keep environments productive and downtime to a minimum. U.S.

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.

Responsibilities

• Provides 24/7/365 IT support as the first point of contact for user issues.
• Logs, classifies, and resolves incidents and service requests using ITIL-based processes.
• Monitors incidents nearing SLA thresholds and escalates as needed.
• Identifies trends and recurring issues and recommends improvements to reduce incident volumes.
• Delivers reliable and responsive IT support to minimize downtime.

Skills

IT service desk operations

Ticket resolution & escalation

Customer service & communication

Identify recurring issues

Analytical skills

Omnichannel support

Job description

About DMI

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

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

Minimum Salary Rate

$60,000

Median Salary Rate

$72,000

Working at DMI

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 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 aren't just ideals-they 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.

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.