VIP Support Technician, Call Center

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 Technician - Call Center to join us.

The VIP Support Technician provides dedicated, high-priority IT support to senior Department of Defense (DoD) personnel, including General Officers, Senior Executive Service (SES) members, Presidential Appointees (PAS), and other designated VIPs. This role ensures rapid incident resolution, proactive system maintenance, and seamless IT service delivery across classified and unclassified networks.

Duties and Responsibilities:

• Deliver Level II "Gold" and Level III "Platinum" support to VIP users, including on-site and remote troubleshooting for NIPRNet, SIPRNet, and higher classification systems.
• Provide 24x7x365 support, including after-hours and emergency response, for VIP incidents and service requests.
• Conduct daily wellness visits to Level III VIPs to proactively identify and resolve IT issues.
  • Support VIP travel by provisioning and testing mobile and secure communications equipment (e.g., DMCC, WINDAR-S).
  • Install, configure, and maintain desktop and mobile devices, including secure systems and COMSEC equipment.
  • Maintain and manage Home Kits and on-base residence IT setups for VIPs.
  • Coordinate with internal and external support teams to ensure cradle-to-grave ownership of VIP tickets.
  • Document incidents and service requests in the Ticket Management System (TMS) (e.g., ServiceNow).
  • Provide training and user support for unified communications, remote access, and secure mobile platforms.
  • Ensure compliance with cybersecurity protocols, including data-at-rest encryption and classified spillage remediation.
  • Maintain bench stock of pre-configured equipment for rapid deployment.

Qualifications

Required Skills/Certifications:

• Clearance: Active Secret clearance (TS/SCI preferred)
• Experience:
• Proven experience supporting senior 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.
• 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.

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.