Customer Support Representative Specialist

Job description

About DMI 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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com About the Opportunity: DMI, LLC is seeking a Customer Support Representative Specialist to join us. Duties and Responsibilities: - Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. - Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. - Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. - They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident v...