Consulting Cloud Architect, OpenShift
Red Hat
Design and deliver Red Hat OpenShift, Kubernetes, and hybrid cloud solutions for enterprise customers. Lead customer engagements focused on infrastructure, automation, and application delivery.
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DMI (Digital Management, LLC) delivers digital transformation and managed IT services for public- and private-sector organizations worldwide. Its work spans artificial intelligence and data, application development and modernization, cybersecurity and privacy, cloud and infrastructure, and managed mobility. DMI supports clients across national security, transportation, automotive, manufacturing, healthcare, logistics, and consumer goods, helping them modernize technology and pursue business or mission outcomes. The company also offers its Cloud+ suite for cloud advancement and has been recognized as a leader in Gartner’s Magic Quadrant for Managed Mobility Services.
Customer Support Representative – IT Service Desk (Remote, United States)
Provide 24/7 IT service desk support for DMI users across the United States. Resolve incidents, manage service requests, monitor SLA performance, and support timely issue closure.
Description
- Serve as the first point of contact for user issues through customer-focused IT support available 24/7/365
- Apply ITIL-based service management practices to log, categorize, and resolve incidents and service requests
- Handle move, add, change, and delete requests for user accounts
- Track incidents approaching SLA limits and take proactive action
- Escalate issues when necessary to maintain ownership and support timely resolution
- Analyze patterns and recurring problems across reported issues
- Suggest process, tooling, and knowledge base enhancements that improve service quality and reduce incident volume
- Provide dependable, responsive IT support that helps users remain productive and minimizes downtime
Requirements
- Strong working knowledge of IT service desk operations
- Advanced capability in ticket resolution and escalation
- Excellent customer service and communication abilities
- Ability to investigate and address recurring issues
- Sound analytical skills
- Experience providing support across multiple channels
- Must hold or qualify to obtain and successfully complete a Public Trust background investigation and/or clearance
- Must be a U.S. citizen
- Selected applicants may undergo a government security investigation and must satisfy eligibility requirements for access to classified information
Benefits
- Virtual healthcare visits
- Commuter benefit programs
- Pet insurance coverage
- Entertainment discounts
- Annual performance evaluations
- Tuition assistance
- Internal opportunities for career advancement
- Generous 401(k) matching contributions
- Life and disability insurance
- Financial wellness resources
- Annual recognition awards
- Service anniversary recognition
- Employee referral bonuses
- Peer recognition through shoutouts
- Healthcare coverage
- Wellness initiatives
- Flu vaccinations
- Biometric health screenings
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