Job Details

Help Desk Analyst/Trainer




Bethesda, MD 20817

Job Description:

About DMI

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 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

Required Skills/Certifications:

  • 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.


Post Date:
Minimum Clearance:
Public Trust
Job Category:
IT - Support
Unspecified annual salary
Unspecified hourly wage
Group ID: