Help Desk Administrator

IT Help Desk Admin

DMI is seeking an experienced and highly organized IT Help Desk Admin to join us. Job Key Responsibilities include:

• 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.

Qualifications:

• 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.

Working at DMI: DMI is a diverse, prosperous, and rewarding place to work. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are 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.