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DMI · 21 hours ago

VIP Support Technician, Call Center

Virginia, United States

Full-time

Onsite

Entry, Mid Level

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The VIP Support Technician provides dedicated, high-priority IT support to senior Department of Defense personnel, ensuring rapid incident resolution and seamless IT service delivery across classified and unclassified networks.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

DoD 8570.01-M IAT Level IITroubleshooting skillsVIP support protocolsRemote support toolsCustomer service skillsMobile device management systemsTMS platformsHelp Desk Institute certificationA+ related certificationsCommunication skillsWork independentlyWork under pressure

Required

Active Secret clearance

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

DoD 8570.01-M IAT Level II (e.g., Security+)

Help Desk Institute (HDI) or A+ related certifications

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

Must be a U.S. Citizen

Preferred

TS/SCI clearance preferred

Benefits

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.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002