{"id":2544740,"url":"https://alion.io/job/dmi-customer-support-representative","title":"Customer Support Representative","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-14T16:31:22Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-16T02:16:54Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About DMI\nDMI 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\nAbout the Opportunity\nDMI, LLC is seeking a Customer Support Representative to join us.\nDuties and Responsibilities:\nProvides 24/7/365 customer-centered IT support as the first point of contact for all user issues. \nUsing ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. \nProactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. \nThey identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes. \nThis role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.\nQualifications\nRequired Skills & Certifications:\nIn-depth knowledge of IT service desk operations\nExpertise in ticket resolution and escalation\nStrong customer service and communication skills\nAbility to identify and resolve recurring issues\nAnalytical skills\nOmnichannel Support\nBackground Requirements: Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.\nCitizenship Status Required: Must be a U.S. Citizen\nPhysical Requirements: None required for this position.\nLocation: Remote, US\nMinimum Salary Rate\n$60,000Median Salary Rate\n$72,000Working at DMI\nDMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.\nDMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.\n***************** No Agencies Please *****************\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.","description_format":"text","description_chars":3533,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["Growth opportunities","Wellness"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","IT Consulting & Digital Transformation","Managed IT Services (MSP)","Mobile App Development Services"],"lifecycle":[{"event":"open","at":"2026-10-14T16:31:22Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/dmi-customer-support-representative","json_url":"https://alion.io/job/dmi-customer-support-representative.json","meta":{"generated_at":"2026-10-16T05:10:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2361,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2743519},"rest":"https://alion.io/mcp/rest/get_company?id=2743519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdmi-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdmi-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdmi-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dmi-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdmi-customer-support-representative"}]}