Senior Helpdesk Specialist

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, LLC is seeking a Senior HelpDesk Specialist to join us.

Duties and Responsibilities:

• Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software/computer troubleshooting support for local and off-site users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including the determination of hardware, software, and/or other technical changes necessary.
• Assist in maintaining inventory control and location records of State-owned IT equipment, software, and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Qualifications

Education and Years of Experience: Bachelor's degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines, or equivalent.

Minimum Qualifications:

• A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
• A minimum of three (3) years of experience using JIRA, ServiceNow now or other help desk ticketing applications.
• A minimum of three (3) years of experience supporting LAN, Switching, and Wireless Access Points (WAP) or related.
• A minimum of three (3) years of experience managing enterprise antivirus solutions.
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application, and experience with Google Suite.
• Experience supporting desktop and laptop operating systems using Windows 11, Linux, and MAC OS.
• Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica, etc.
• Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches,firewalls, or servers.
• Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
• Ability to learn new technical concepts quickly and stay abreast of current trends.
• Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
• Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

Preferred Qualifications

• A minimum of five (5) years of experience managing Active Directory Environment or Servers.
• Experience as a Service Desk Administrator of JIRA or other similar products.Experience with using the ServiceNow IT Service Management suite or equivalent.
• Possess Dell Laptop and Desktop certification.
• Possess Dell Certified Systems Expert (DCSE) Certification.
• Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise Active Directory environments.
• Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
• Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications.
• Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools.
• Experience working with the Project Management Office (PMO) processes, policies, and procedures.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: No restrictions

Physical Requirements: No physical requirement is needed for this position.

Location: Hybrid, 750 East Pratt Street, 6th Floor, Baltimore, MD 21202

Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

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.

DMI values employees for 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.