Remote 24/7 IT Support Specialist

DMI; United States; Remote; USD 60,000 - 72,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) matching

Tuition assistance

Job summary

DMI is seeking a Customer Support Specialist to provide 24/7 IT support as the first point of contact for user issues. This remote US role requires strong communication and IT service desk expertise to log, classify, and resolve incidents following ITIL practices.

The position emphasizes proactive monitoring, trend analysis, and recommendations to improve service quality, aiming to reduce incident volumes and downtime for clients.

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 and problem-solving abilities.
• Experience with omnichannel support channels.

Responsibilities

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

Skills

IT service desk

Ticket resolution

Customer service

Issue escalation

Analytical skills

Omnichannel support

Job description

DMI is seeking a Customer Support Specialist to provide 24/7 IT support as the first point of contact for user issues. This remote US role requires strong communication and IT service desk expertise to log, classify, and resolve incidents following ITIL practices.

The position emphasizes proactive monitoring, trend analysis, and recommendations to improve service quality, aiming to reduce incident volumes and downtime for clients.