Senior Help Desk Specialist
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 US Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+. About the Opportunity DMI is currently seeking to hire a Senior Help Desk Specialist to support an Information Management System for a Federal Government customer on a long-term contract in the DC metro area. This position will be working the swing-shift 2pm-10pm Duties and Responsibilities: Works from specifications in developing and modifying moderately complex software programming applications. Involved with designing, coding, benchmark testing, debugging and documentation of programs. Performs activities such as operating system architecture integration and software design to selection of computer systems, languages and/or equipment. Resolves moderately complex problems. Incident and Problem Management. : Follow established incident and problem management program and related Standard Operating Procedures (SOP) in order to document all requests for service, resolve user issues, correct the root cause of incidents, and minimize any adverse impact to customers. The objective for incident management is to restore normal service operations as quickly as possible with minimum disruption to the organization. In addition, the objective for problem management is to minimize the adverse effect of incidents and problems caused by network architecture limitations and deficiencies. Provide incident and problem management based on the fundamental processes found in the ITIL(R) and ITSM(R) frameworks and established policies and procedures. Tier I Service Desk Support. Support a continuously manned (24x7) IT service desk. Provide walk-in support as well as responding to telephone, web-based online messages, e-mails or user submitted incident ticket notifications. In addition, follow established help desk standard operating procedures and provide service desk support tasks to include but not be limited to the following: Monitor service delivery and service support to ensure timely IT support services to the user community located in the National Capital Region, and various remote and contingency sites. Follow escalation procedures for resolving IT issues at the appropriate level of experience (ie, Tier 1, 2 or 3) and providing appropriate and timely notification to Government representatives for awareness and resolution. Answer and respond to calls from the TM and/or ATM for urgent requirements and priority support. Give a prompt and professional response to user requests and resolution of incident tickets. Provide useful metrics and support the creation of reports that track call data, incident management performance, and problem management performance. Provide one-on-one, desk-side help. Maintain Remedy database for users to communicate with the service desk in order to provide real-time technical assistance, information to promote customer awareness, and customer driven problem resolution Provide Level 1 support for UNIX applications, Solaris 9 & 10 administration Education and Years of Experience: Bachelor's degree, related technical training (or equivalent experience) plus at least two years of directly related experience. Required Skills/Certifications: Security + Required, SCSA desired Additional Requirements: Top Secret /SCI Eligible Physical Requirements: N/A Location: Pentagon 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.