DMI, the world's first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company's unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+.
About the Opportunity
Digital Management, Inc. (DMI) is seeking a full time Help Desk Analyst (Level II) to support to support our Federal Government customer at its corporate headquarters in Bethesda, MD.
Duties and Responsibilities:
Responsible for providing Tier II end user support on variety of issues.
Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical issues presented through Level I, II and III (when possible) Help Desk tickets
Answer calls and helped clients with troubleshooting.
Document, track and monitor JIRA tickets to ensure a timely resolution.
Troubleshoot and resolve help desk tickets related to user request
Triage Level II help desk tickets
Collaborate with Tier I and Tier III staff to recreate problems in the production and test environments
Verify issue resolution on the customer's behalf
Verify with the Tier 1 and end user that the issue has been resolved and update the ticketing system
Communicate plan, progress, and issues in a timely manner
Actively contribute to ongoing process improvement
Perform other duties or special projects as assigned
Prepare and conduct technical training programs
Prepare training material and classroom agenda
Create instructor materials (course outlines, background material, instructional materials, and training aids)
Conduct presentations and webinars
Education and Years of Experience:
Associate's Degree in Computer Science or related discipline or 3 + Years' direct related experience as Help Desk Analyst
Technical writing experience
Experience preparing technical training materials
Experience delivering technical training courses
Experience using Microsoft Office tools
Windows Operating Systems
Strong customer service and strong communication skills (both written and verbal)
Excellent interpersonal skills, especially ability to listen and understand what is being described
Working knowledge of Salesforce and JIRA ticket system; creating, updating and closing tickets
Experience with computer terms and customer service operations
Physical Requirement(s): N/A
Location: Bethesda, MD
Working at DMI
DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.
***************** 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.