Senior Helpdesk Specialist

Senior Helpdesk Specialist

Location:

Hybrid, 750 East Pratt Street, 6th Floor, Baltimore, MD 21202

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.

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DMI, LLC is seeking a Senior Help Desk Specialist to join us.

• Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, and direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software/computer troubleshooting support for local and off‑site users to resolve network, computer, and software issues.
• Provide desk‑side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets are worked to include clear documentation of the problem, solution, end‑user identity, completion time, end‑user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determining hardware, software, and/or other technical changes necessary.
• Assist in maintaining inventory control and location records of state‑owned IT equipment, software, and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Education and Years of

Experience:

Bachelor’s degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines, or equivalent.

• Minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
• Minimum of three (3) years of experience using JIRA, Service Now or other help desk ticketing applications.
• Minimum of three (3) years of experience supporting LAN, switching, and wireless access points (WAP) or related.
• Minimum of three (3) years of experience managing enterprise antivirus solutions.
• Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, enterprise applications, and experience with Google Suite.
• Experience supporting desktop and laptop operating systems using Windows 11, Linux, and MAC OS.
• Experience managing multi‑function printers such as Lexmark/HP/Canon/Konica, etc.
• Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
• Excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
• Ability to learn new technical concepts quickly and stay abreast of current trends.
• Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
• Ability to work collaboratively with various technical teams, business users, managers, and other non‑technical staff.

• Minimum of five (5) years of experience managing Active Directory environment or servers.
• Experience as a Service Desk Administrator of JIRA or other similar products.
• Experience with using the Service Now IT Service Management suite or equivalent.
• Possess Dell Laptop and Desktop certification.
• Possess Dell Certified Systems Expert (DCSE) certification.
• Possess Apple Certified Support Professional (ACSP) 10.10 certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise Active Directory environments.
• Possess Microsoft…