VIP Support Consultant

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 VIP Support Consultant to join us. The VIP Support Consultant provides specialized IT support to senior Department of Defense (DoD) leadership, including General Officers, Senior Executive Service (SES) members, and Presidential Appointees. This role ensures high-touch, white-glove service delivery across classified and unclassified networks, mobile platforms, and remote environments.

Duties and Responsibilities:

• Direct VIP Support:
• Deliver Tier II/III technical support to Level II "Gold" and Level III "Platinum" VIP users.
• Provide on-site and remote troubleshooting for desktops, laptops, mobile devices (DMCC, WINDAR-S), and secure communications equipment.
• Conduct daily wellness visits to ensure systems are operational and travel kits are ready.
• Incident Management:
• Own VIP incidents and service requests from initiation to resolution.
• Ensure timely updates and communication with VIP users and their staff.
• Document all interactions and resolutions in the Government ticketing system (e.g., ServiceNow).
• Mobility & Remote Support:
• Support classified and unclassified mobile devices, including provisioning, configuration, and lifecycle refresh.
• Provide residential support for VIPs, including installation and maintenance of Home Kits and SCIF-based systems.
• Coordinate international travel support and ensure compliance with security protocols.
• Collaboration & Coordination:
• Work closely with internal J6 teams, DISA, and external service providers to resolve complex issues.
• Participate in planning and execution of COOP and special event support.
• Maintain accurate VIP rosters, equipment inventories, and support documentation.
• Reporting & Documentation:
• Contribute to daily and weekly reports, including VIP Wellness Status Reports and Mobility Status Reports.
• Maintain knowledge base articles and SOPs related to VIP support.

Qualifications

Required Skills/Certifications:

• Active Secret clearance (TS/SCI preferred)
• Experience:
  • Proven experience supporting executive level leadership in a DoD or federal IT environment.
  • Strong troubleshooting skills across Windows, mobile, and secure systems.
  • Familiarity with VIP support protocols and high-urgency service delivery.
  • 10+ years of experience in IT service delivery, with at least 2 years in a leadership role.
• Certifications:
  • DoD 8570.01-M IAT Level II (e.g., Security+).
  • Help Desk Institute (HDI) or A+ related certifications
• Skills:
  • Excellent communication and customer service skills.
  • Ability to work independently and under pressure.
  • Proficiency with remote support tools (e.g., DameWare), TMS platforms, and mobile device management systems.
  • Strong knowledge of ITIL-based service management practices.
  • Familiarity with DOD networks (NIPRNet, SIPRNet), mobile device management, and secure communications.
  • Excellent communication, coordination, and customer service skills

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: There are no physical requirements for this position

Location: McLean, VA

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.