VIP Support Field Technician

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 VIP Support - Field Technician to join us. The VIP Support Field Technician provides direct, on-site IT support to high-ranking Department of Defense (DoD) personnel, including General Officers, Senior Executive Service (SES) members, and Presidential Appointees. This role ensures rapid response and resolution of IT incidents and service requests in office, residential, and travel environments.

 

Duties and Responsibilities:

• On-Site Technical Support:
• Provide Tier II support for VIP users at the Pentagon and designated residential locations.
• Install, configure, and troubleshoot desktops, laptops, mobile devices (DMCC, WINDAR-S), printers, and secure communications equipment.
• Support classified and unclassified networks (NIPRNet, SIPRNet, and higher classifications).
• Residential & Travel Support:
• Install and maintain Home Kits at VIP residences (~75 locations).
• Provide 24x7x365 support for residential and travel-related IT needs.
• Coordinate with internal and external teams for COOP and OCONUS travel support.
• Incident Management:
• Respond to and resolve VIP incidents and service requests within defined performance metrics.
• Document all actions in the Government ticketing system (e.g., ServiceNow).
• Ensure cradle-to-grave ownership of assigned tickets.
• Equipment Handling:
• Maintain and deploy pre-configured equipment for rapid replacement or initial issue.
• Perform equipment testing, lifecycle refresh, and warranty coordination.
• Ensure compliance with security protocols for device sanitization and COMSEC handling.
• Customer Engagement:
• Conduct daily wellness visits to Level III VIPs to ensure system readiness.
• Provide white-glove service and maintain a high level of professionalism in all interactions.

Qualifications

Required Skills/Certifications: 

• Clearance: Top Secret with SCI eligibility.
• Experience:
• Proven experience supporting executive level leadership in a DoD or federal IT environment.
• Strong troubleshooting skills across Windows, mobile, and secure systems.
• Familiarity with VIP support protocols and high-urgency service delivery.
• 3+ years of experience in IT support, preferably in executive or high-security environments.
• Certifications:
• DoD 8570.01-M IAT Level II (e.g., Security+).
• Help Desk Institute (HDI) or A+ related certifications
• Skills:
• Excellent communication and customer service skills.
• Ability to work independently and under pressure.
• Proficiency with remote support tools (e.g., DameWare), TMS platforms, and mobile device management systems.
• Strong knowledge of ITIL-based service management practices.
• Familiarity with DOD networks (NIPRNet, SIPRNet), mobile device management, and secure communications.
• Excellent communication, coordination, and customer service skills.

Min Citizenship Status Required: Must be a U.S. Citizen

 

Physical Requirements: There are no physical requirements for this position.

Location: McLean, VA

Working at DMI

DMI 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:

 

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

 

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
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