Customer Support Representative 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

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, efficient, 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.

Qualifications

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 requiredfor 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.

DMIvalues employeesfor 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.

***************** 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.