VIP Support Technician, Call Center

DMI is seeking a VIP Support Technician - Call Center to join us. The VIP Support Technician provides dedicated, high-priority IT support to senior Department of Defense (DoD) personnel, including General Officers, Senior Executive Service (SES) members, Presidential Appointees (PAS), and other designated VIPs.

Requirements

• 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.

Benefits

• Convenience/Concierge
• Development
• Financial
• Recognition
• Wellness