Remote IT Service Desk Specialist (24/7 Support)

Digital Management Llc; Tysons (VA); Hybrid; USD 54,000 - 66,000; Full time

Job summary

DMI is seeking a Customer Support Representative Specialist to join our remote US team. This role focuses on delivering 24/7/365 IT support to users and leveraging ITIL-based processes to manage incidents and service requests.

Applicants must be able to obtain a Public Trust background and be a U.S. citizen. The position emphasizes proactive monitoring, issue resolution, and service quality improvements to reduce downtime.

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, including move/add/change/delete account requests.
• Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure.
• Identifies trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes.
• Role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.

Skills

IT service desk

Ticket resolution

Customer service

Issue identification

Analytical skills

Omnichannel support

Job description

DMI is seeking a Customer Support Representative Specialist to join our remote US team. This role focuses on delivering 24/7/365 IT support to users and leveraging ITIL-based processes to manage incidents and service requests.

Applicants must be able to obtain a Public Trust background and be a U.S. citizen. The position emphasizes proactive monitoring, issue resolution, and service quality improvements to reduce downtime.