✦ Luna Orbit — IT Support & Helpdesk

Customer Support Representative Specialist

at DMI

📍 Remote, US Remote Posted April 07, 2026
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Position Details

Type Not Specified
Experience entry
Exp. Years Not specified
Category IT Support & Helpdesk

About this role

Remote IT service desk role providing 24/7/365 support as the first point of contact for TSA-related user issues, utilizing ITIL-based service management to log, classify, and resolve incidents and requests.

Key Responsibilities

  • Log, classify, and resolve incidents and service requests
  • Process move/add/change/delete account requests
  • Proactively monitor incidents nearing SLA thresholds
  • Escalate as needed to ensure timely closure
  • Identify trends and recommend improvements

Technical Overview

Strong focus on incident resolution, service requests, account management, and compliance with federal security requirements; requires US citizenship and ability to obtain Public Trust clearance.

Ideal Candidate

The ideal candidate is a customer-focused IT service desk professional with ITIL knowledge, able to manage incidents and service requests across multiple channels. Must be a U.S. citizen and able to obtain a Public Trust clearance for government work; remote-enabled and adaptable to after-hours support.

Must-Have Skills

In-depth knowledge of IT service desk operationsExpertise in ticket resolution and escalationStrong customer service and communication skillsAbility to identify and resolve recurring issuesAnalytical skillsOmnichannel Support

Required Skills

IT service desk operationsincident resolutionSLA managementticketingcustomer serviceremote supportITILsecurity/compliance awarenessafter-hours readinessmulti-channel support

Hard Skills

ITILincident managementservice requestsmove add change delete accountsSLAOMNICHANNEL SUPPORTcustomer servicesecurity investigationUS Marshal ClearanceUS citizenship

Soft Skills

customer servicecommunicationproblem-solving

Industry & Role

Industry Government/Public Sector
Job Function Deliver reliable, security-conscious remote IT support for government users
Role Subtype Help Desk L1
Tech Domains Cisco Networking, Networking / TCP-IP, Windows Server, Linux, Active Directory, VMware

Keywords for Your Resume

24/7/365 customer-centered IT supportITILincident managementservice requestsmove add change delete accountsSLAescalationomnichannel supportcustomer serviceuscitizenpublic trust clearancesecurity investigationlog classify resolvetrend identificationknowledge base improvementsremotetsagovernment clientit service deskitilslaremote supportlog resolve

Deal Breakers

US citizenship required, Public Trust clearance required, Inability to obtain security clearance

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