Customer Support Representative

DMI (Digital Management, LLC)

. Provide 24/7/365 customer-centered IT support as the first point of contact for all user issues .

Posted 10/8/2026full-timeRemote • United StatesMid-LevelSenior💰 $60,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service desk operations, providing 24/7 customer-centered support while utilizing ITIL-based processes for incident management and resolution. Capable of identifying trends, recommending improvements, and ensuring compliance with security clearance requirements.

Highest-signal resume keywords

ITIL-Based Service ManagementTicket Resolution and EscalationOmnichannel SupportCustomer Service SkillsAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

IT Service Desk OperationsIncident ManagementService Request ProcessingSLA MonitoringTrend Identification

Soft Skills

Communication SkillsProblem-Solving Skills

Certifications & Qualifications

Public Trust Clearance Eligibility

Industry Keywords

Customer-Centered IT SupportAccount ManagementService Quality Improvement

About the role

Key responsibilities & impact

Provide 24/7/365 customer-centered IT support as the first point of contact for all user issues
Use ITIL-based service management processes to log, classify, and resolve incidents and service requests
Process move, add, change, and delete account requests
Proactively monitor incidents nearing SLA thresholds
Escalate incidents as needed to ensure accountability and timely closure
Identify trends and recurring issues
Recommend process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes
Deliver reliable and responsive IT support that enhances productivity and minimizes downtime

Requirements

What you’ll need

In-depth knowledge of IT service desk operations
Expertise in ticket resolution and escalation
Strong customer service and communication skills
Ability to identify and resolve recurring issues
Analytical skills
Omnichannel Support
Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance
Must be a U.S. Citizen
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

Benefits

Comp & perks

Virtual health visits
Commuter perks
Pet insurance
Entertainment discounts
Annual performance reviews
Tuition assistance
Internal career growth opportunities
Generous 401(k) matches
Life and disability insurance
Financial wellness tools
Annual awards
Service anniversaries
Referral bonuses
Peer-to-peer shoutouts
Healthcare coverage
Wellness programs
Flu shots
Biometric screenings