End User Support Specialist - Tier 1

Digital Management Llc; Baltimore (MD); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Healthcare coverage

Wellness programs

401(k) with employer match

Career development opportunities

Job summary

DMI is seeking an End User Support Specialist I to join our managed services team in Baltimore, MD. This role focuses on delivering excellent end-user experiences by troubleshooting software, hardware, and peripherals, while configuring systems per policy and ensuring data privacy.

Responsibilities include helping with OS updates, backups, and mobility device support. Strong communication, multitasking, and documentation skills are required; local MD presence is needed.

Qualifications

• Associate degree or better in Information Technology or Computer Science.
• CompTIA A+ certification confirms entry-level IT employees’ competence in basic network communications, installations, and maintenance of computer hardware.
• Microsoft’s MCSA and Technology Associate (MTA) certifications indicate fundamental knowledge of Microsoft products.
• CCENT and CCT certifications – for routing, switching, design, network security, and wireless; may be pursued by the candidate.

Responsibilities

• Work with vendors to troubleshoot and resolve issues.
• Deliver support for desktop computers, laptops, peripherals, and mobile devices.
• Install and configure desktop hardware, software and peripherals using standard procedures.
• Assist users with problems describing the issue and guiding them through solutions.
• Train users in computer hardware and software usage, including printers and email applications.
• Maintain records of help-desk requests to monitor product health and performance.
• Answer inbound calls and chats; respond to voicemails.
• Maintain quality assurance scores.
• Support other teams with overflow work.

Skills

Attention to detail

Multitasking

Customer service

Overtime flexibility

Education

Associate degree in IT or CS

CompTIA A+ certification

MCSA and MTA certifications

MOS certifications

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, LLCis seeking a End User Support Specialist 1 to join us. Our managed services business needs a Desktop Support Specialist I (DSS I) to join our staff. Desktop support specialists are expected to provide an excellent end user experience, which includes resolving potential or actual technical issues. Their day consists of troubleshooting different software packages, hardware devices, and other peripherals. Additionally, desktop support specialists configure computer systems according to company policies. They must follow strict privacy regulations when it comes to handling sensitive data inside company drives. They help diagnose problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems while minimizing downtime and increasing productivity. They also help with data back-up duties in case of data corruption.

Duties and Responsibilities:

• Work with vendors to troubleshoot and resolve issues.
• Deliver support for reported problems with desktop computers, laptops, peripherals, and mobile devices.
• Install and configure desktop computer hardware, software and peripherals using standard procedures.
• Assisting individuals who have problems with computer hardware, software, or networks by asking them to describe the problem and walking customers through potential solutions.
• Train people in the use of computer hardware and software, including how to use printers, email programs, and various software applications.
• Keeping track of pending and completed computer help-desk requests to monitor the performance of a company’s product (for example, software or hardware), or the overall health of a company’s computer and network systems.
• Answer inbound phone calls and respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Qualifications

Education and Years of Experience:

• Associate degree or better in Information Technology or Computer Science.
• CompTIA A+ certification - confirms entry-level IT employees’ competence in basic network communications, installations, and maintenance of computer hardware.
• Microsoft’s Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications - for entry-level IT professionals and indicates that an individual possesses fundamental knowledge of specific Microsoft products. In addition, individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Required Skills & Certifications:

Cisco’s Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) – Certifications that the DDS I can receive in routing and switching, design, network security, and wireless, among other fields, validate a candidate’s ability to install, manage, protect and troubleshoot small branch networks.

Additional Requirements:

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.

Background Requirements: Must be able to complete a required fingerprint background investigation successfully.

Physical Requirements:

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Citizenship Status Required: Must be a U.S. Citizen

Location: Baltimore, Maryland

Work Arrangement: Must be local to MD

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Minimum Salary Rate

Not Available

Median Salary Rate

Not Available

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.