Qureos Mentor

<div>
 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, ef&filig;cient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
 
 
 
 About The Opportunity
 
 
 
 DMI, LLC is seeking a
 
 Help Desk Technician - Varying Levels
 
 to join us. The Help Desk Specialist provides Tier I technical support in a high-volume call center environment, serving as the initial point of contact for IT issues across the DISA J6 enterprise. This role is responsible for resolving routine technical problems, escalating complex issues, and ensuring a high level of customer satisfaction.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Customer Interaction &amp; Support:
 </li>
 <ul>
 <li>
 Respond to incoming calls, emails, instant messages, and self-service tickets from users across multiple DoD networks (NIPRNet, SIPRNet, Yellow Network).
 </li>
 <li>
 Provide Tier I troubleshooting for hardware, software, and network connectivity issues.
 </li>
 <li>
 Use remote desktop tools (e.g., DameWare) to assist users in real time.
 </li>
 </ul>
 <li>
 Ticket Management:
 </li>
 <ul>
 <li>
 Accurately log all interactions in the Ticket Management System (TMS), currently ServiceNow.
 </li>
 <li>
 Categorize, prioritize, and update tickets in accordance with established SOPs and performance standards.
 </li>
 <li>
 Strive for First Call Resolution (FCR) and escalate unresolved issues to Tier II or other support teams.
 </li>
 </ul>
 <li>
 Performance Monitoring:
 </li>
 <ul>
 <li>
 Meet or exceed service level targets such as Average Speed to Answer (ASA), call abandonment rate, and FCR rate.
 </li>
 <li>
 Participate in quality assurance reviews and contribute to service improvement initiatives.
 </li>
 </ul>
 <li>
 Knowledge Management:
 </li>
 <ul>
 <li>
 Reference and contribute to the knowledge base to support consistent issue resolution.
 </li>
 <li>
 Identify recurring issues and recommend updates to documentation or training materials.
 </li>
 </ul>
 <li>
 Collaboration:
 </li>
 <ul>
 <li>
 Work closely with queue managers, Tier II support, and other J6 service centers to ensure timely and effective resolution of user issues.
 </li>
 <li>
 Support surge operations and special events as required.
 
 </li>
 </ul>
 </ul>
 
 Qualifications
 
 
 
 
 Required Skills/Certifications:
 
 
 
 <ul>
 <li>
 Clearance: Active Secret clearance (TS/SCI preferred)
 </li>
 <li>
 Certifications:
 </li>
 <ul>
 <li>
 DoD 8570.01-M IAT Level II (e.g., Security+).
 </li>
 <li>
 Help Desk Institute (HDI) or A+ related certifications
 </li>
 </ul>
 <li>
 4+ years of experience in IT help desk or customer support roles, preferably in a DoD or federal environment.
 </li>
 <li>
 Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking concepts.
 </li>
 <li>
 Familiarity with ITSM tools (e.g., ServiceNow) and remote support software.
 </li>
 <li>
 Excellent communication, problem-solving, and customer service skills.
 </li>
 <li>
 Ability to work in a high-tempo, mission-critical environment with rotating shifts.
 
 </li>
 </ul>
 
 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
 
 
 <ul>
 <li>
 Do What&rsquo;s Right &ndash; We lead with honesty and integrity.
 </li>
 <li>
 Own the Outcome &ndash; We take responsibility and deliver.
 </li>
 <li>
 Deliver for Our Customers &ndash; We are relentless about delivering value.
 </li>
 <li>
 Think Bold, Act Smart &ndash; We innovate with purpose.
 </li>
 <li>
 Win Together &ndash; We collaborate and celebrate our success.
 
 
 </li>
 </ul>
 These values aren&rsquo;t just ideals&mdash;they show up in how we support every part of your well-being:
 
 
 <ul>
 <li>
 Convenience/Concierge &ndash; Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
 </li>
 <li>
 Development &ndash; Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
 </li>
 <li>
 Financial &ndash; Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
 </li>
 <li>
 Recognition &ndash; Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
 </li>
 <li>
 Wellness &ndash; Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
 
 
 </li>
 </ul>
 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.
 
 
 <ul>
 <li>
 No Agencies Please *****************
 
 
 </li>
 </ul>
 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.
 
 
 
 Job ID:
 
 2025-28340
</div>

Help Desk Specialist, Tier 1 Call Center

<div>
 DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
 
 
 
 About The Opportunity
 
 
 
 DMI (Digital Management, LLC.) is seeking a
 
 Tier I Help Desk Technician
 
 to join our Managed Mobility Services (MMS) Contact Center in Sharonville, OH. This role is part of our Live Services team, providing frontline technical and customer support for enterprise and government clients using mobile devices and mobility solutions.
 
 
 In this position, you will interact directly with end users in a high-volume contact center environment, assisting with troubleshooting, device activation, service requests, and general support for mobile devices including iPhones, Android devices, and tablets. You will communicate with users via phone, chat, and email, guiding them through solutions while documenting interactions and resolutions in ServiceNow.
 
 
 We are looking for individuals with strong customer service skills, attention to detail, and a foundational understanding of IT support who thrive in a fast-paced environment. This role offers significant opportunities for career growth within our Managed Mobility Services organization.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Provide first-level technical support to end users via phone, chat, and email.
 </li>
 <li>
 Troubleshoot and resolve issues related to mobile devices, connectivity, and account services.
 </li>
 <li>
 Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions.
 </li>
 <li>
 Process MACD requests (Moves, Adds, Changes, and Disconnects).
 </li>
 <li>
 Assist with mobile device activation and initial configuration for first-time use.
 </li>
 <li>
 Guide users through placing orders within their self-service mobility portals.
 </li>
 <li>
 Respond to inbound calls, chats, and voicemails in a high-volume contact center environment.
 </li>
 <li>
 Maintain quality assurance and service performance standards.
 </li>
 <li>
 Collaborate with other teams to assist with overflow tasks and service requests.
 </li>
 <li>
 Cross-train on additional responsibilities within the Contact Center team as needed.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Required Qualifications
 
 
 
 <ul>
 <li>
 High school diploma or equivalent
 </li>
 <li>
 1&ndash;2 years of experience in customer service, technical support, or a contact center environment preferred
 </li>
 <li>
 Experience supporting mobile devices or working with mobile carriers (e.g., Verizon, AT&amp;T, T-Mobile) is preferred
 </li>
 <li>
 Strong verbal communication and problem-solving skills
 </li>
 <li>
 Ability to walk users through troubleshooting steps clearly and patiently
 </li>
 <li>
 Strong attention to detail and documentation skills
 </li>
 <li>
 Comfortable working in a fast-paced, high-volume support environment
 </li>
 <li>
 Proficiency with computers and general technology platforms
 </li>
 <li>
 Ability to multitask and manage multiple support requests simultaneously
 </li>
 <li>
 Reliable attendance and schedule flexibility
 </li>
 <li>
 Ability to work overtime when required
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 CompTIA A+ certification (or equivalent technical certification)
 </li>
 <li>
 Experience with ServiceNow or other IT ticketing systems
 </li>
 <li>
 Familiarity with mobile device management (MDM) tools
 </li>
 <li>
 Experience with Active Directory / AD Manager
 </li>
 <li>
 Proficiency in Microsoft Office
 </li>
 <li>
 Typing speed of 40+ words per minute
 </li>
 <li>
 Ability to work independently with minimal supervision
 
 
 </li>
 </ul>
 
 Additional Requirements
 
 
 
 <ul>
 <li>
 Ability to obtain and maintain Public Trust security clearance
 
 
 </li>
 </ul>
 
 Work Location &amp; Schedule
 
 
 
 <ul>
 <li>
 Primary Location: Onsite in Sharonville, OH
 </li>
 <li>
 Work Environment: Managed Mobility Services Contact Center
 </li>
 <li>
 Schedule: DMI operates 24/7/365, and this role requires flexibility with scheduling.
 </li>
 <li>
 Weekend shifts (Saturday/Sunday) may be worked remotely
 </li>
 <li>
 All weekday shifts are worked onsite
 
 
 </li>
 </ul>
 
 About Managed Mobility Services (MMS)
 
 
 
 DMI&rsquo;s Managed Mobility Services team provides end-to-end mobility lifecycle support including device procurement, troubleshooting, and telecom expense management for enterprise, mid-market, and government clients. Our team ensures organizations can efficiently deploy, manage, and support mobile technology across their workforce.
 
 
 
 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
 
 
 <ul>
 <li>
 Do What&rsquo;s Right &ndash; We lead with honesty and integrity.
 </li>
 <li>
 Own the Outcome &ndash; We take responsibility and deliver.
 </li>
 <li>
 Deliver for Our Customers &ndash; We are relentless about delivering value.
 </li>
 <li>
 Think Bold, Act Smart &ndash; We innovate with purpose.
 </li>
 <li>
 Win Together &ndash; We collaborate and celebrate our success.
 
 
 </li>
 </ul>
 These values aren&rsquo;t just ideals&mdash;they show up in how we support every part of your well-being:
 
 
 <ul>
 <li>
 Convenience/Concierge &ndash; Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
 </li>
 <li>
 Development &ndash; Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
 </li>
 <li>
 Financial &ndash; Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
 </li>
 <li>
 Recognition &ndash; Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
 </li>
 <li>
 Wellness &ndash; Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
 
 
 </li>
 </ul>
 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.
 
 
 <ul>
 <li>
 No Agencies Please *****************
 
 
 </li>
 </ul>
 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.
 
 
 
 Job ID:
 
 2026-28585
 
 
</div>

Tier I Technician

<div>
 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, ef&filig;cient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
 
 
 
 About The Opportunity
 
 
 
 DMI, LLC is seeking a
 
 Help Desk Specialist
 
 to join us. The Help Desk Specialist provides Tier I and Tier II IT support to end users within the Department of Defense (DoD) enterprise. This role is part of the broader Service Desk Management function and is responsible for resolving incidents, fulfilling service requests, and ensuring high-quality customer service in accordance with established performance standards.
 
 
 
 Duties And Responsibilities
 
 
 
 <ul>
 <li>
 Incident and Request Management:
 </li>
 <ul>
 <li>
 Receive, document, and resolve user incidents and service requests via phone, email, chat, and walk-ins using the Government&rsquo;s Ticket Management System (TMS), currently ServiceNow.
 </li>
 <li>
 Perform initial troubleshooting and resolve issues at Tier I/II level or escalate to appropriate support teams.
 </li>
 <li>
 Ensure tickets are updated regularly and closed in accordance with SOPs and performance metrics.
 </li>
 </ul>
 <li>
 Technical Support:
 </li>
 <ul>
 <li>
 Provide support for desktops, laptops, mobile devices, printers, and standard DoD-approved software.
 </li>
 <li>
 Assist with account management tasks such as password resets, access issues, and VPN/Citrix support.
 </li>
 <li>
 Use remote desktop tools to resolve issues and guide users through solutions.
 </li>
 </ul>
 <li>
 Customer Service:
 </li>
 <li>
 Deliver professional, courteous, and timely support to all users, including VIPs when required.
 </li>
 <ul>
 <li>
 Maintain ownership of tickets from intake to resolution, ensuring user satisfaction and proper documentation.
 </li>
 <li>
 Follow up with users to confirm resolution and gather feedback.
 </li>
 </ul>
 <li>
 Knowledge Management:
 </li>
 <ul>
 <li>
 Reference and contribute to the Service Desk knowledge base and SOPs.
 </li>
 <li>
 Identify recurring issues and recommend updates to documentation or processes.
 </li>
 </ul>
 <li>
 Metrics and Reporting Support:
 </li>
 <ul>
 <li>
 Support the collection of service metrics such as First Call Resolution (FCR), ticket aging, and resolution times.
 </li>
 <li>
 Participate in quality assurance reviews and provide feedback for service improvement
 
 </li>
 </ul>
 </ul>
 
 Qualifications
 
 
 
 
 Required Skills/Certifications:
 
 
 
 <ul>
 <li>
 Clearance: Active Secret clearance (TS/SCI preferred)
 </li>
 <li>
 Certifications:
 </li>
 <ul>
 <li>
 DoD 8570.01-M IAT Level II (e.g., Security+).
 </li>
 <li>
 Help Desk Institute (HDI) or A+ related certifications
 </li>
 </ul>
 <li>
 2 years of experience in IT help desk or technical support roles.
 </li>
 <li>
 Strong knowledge of Windows OS, Microsoft Office Suite, and remote support tools.
 </li>
 <li>
 Familiarity with ITIL-based service management practices and enterprise ticketing systems (e.g., ServiceNow).
 </li>
 <li>
 Excellent communication, problem-solving, and customer service skills.
 </li>
 <li>
 Ability to work in a high-tempo, mission-critical environment with shifting priorities.
 
 </li>
 </ul>
 
 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
 
 
 <ul>
 <li>
 Do What&rsquo;s Right &ndash; We lead with honesty and integrity.
 </li>
 <li>
 Own the Outcome &ndash; We take responsibility and deliver.
 </li>
 <li>
 Deliver for Our Customers &ndash; We are relentless about delivering value.
 </li>
 <li>
 Think Bold, Act Smart &ndash; We innovate with purpose.
 </li>
 <li>
 Win Together &ndash; We collaborate and celebrate our success.
 
 
 </li>
 </ul>
 These values aren&rsquo;t just ideals&mdash;they show up in how we support every part of your well-being:
 
 
 <ul>
 <li>
 Convenience/Concierge &ndash; Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
 </li>
 <li>
 Development &ndash; Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
 </li>
 <li>
 Financial &ndash; Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
 </li>
 <li>
 Recognition &ndash; Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
 </li>
 <li>
 Wellness &ndash; Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
 
 
 </li>
 </ul>
 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.
 
 
 <ul>
 <li>
 No Agencies Please *****************
 
 
 </li>
 </ul>
 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.
 
 
 
 Job ID:
 
 2025-28333
</div>

Help Desk Specialist

Join DMI and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

DMI

About Company

Help Desk Specialist, Tier 1 Call Center

Tier I Technician

Help Desk Specialist