Help Desk Administrator

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.

DMI is seeking an experienced and highly organized IT Help Desk Admin to join us.

Service Desk Operations:

• Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
• Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
• Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.

• Technical Support & Troubleshooting:

  • Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
  • Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
  • Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.

• Compliance & Security:

  • Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
  • Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
  • Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.

• Reporting & Continuous Improvement:

  • Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
  • Analyze performance data to identify areas for improvement and implement process improvements.
  • Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.

• A Bachelor's Degree in Information Technology, Computer Science, or a related field, or at least 3-5+ years of relevant technical experience.
• Certifications such as ITIL or CompTIA Sec+ are preferred.

Additional Requirements:

• In-depth knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.
• Effective communication with stakeholders, team members, and senior management.
• Budgeting and financial oversight skills to effectively manage the contract
• Ability to allocate resources efficiently and track expenses.

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

Physical Requirements: No Physical requirement needed for this position.

Location: McLean, Virginia

• Open to Remote working within the DMV area.