IT Service Desk Ticketing System Administrator

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.

DMI is seeking a IT Service Desk Ticketing System Administrator to join us. We are seeking an experienced IT Service Desk Ticketing System Administrator to support, configure, and optimize the enterprise ITSM environment used by the Federal Law Enforcement Training Centers (FLETC). The ideal candidate will have strong hands-on systems administration experience, deep technical knowledge of ITSM platforms-particularly Ivanti-and the ability to design, maintain, and troubleshoot complex database structures within the IT service management ecosystem. This position requires a detail-oriented professional capable of supporting mission-critical service desk operations in a remote environment.

Administer, configure, and maintain the FLETC IT Service Management (ITSM) system to ensure optimal performance and alignment with organizational workflows.

• Manage system configurations, ticketing workflows, forms, dashboards, automations, and integrations.

• Support Ivanti Service Manager, Ivanti Voice, Ivanti Asset Manager, and Ivanti Change Management, including updates, customizations, and module enhancements.

• Develop and maintain database schemas, ensuring referential integrity and consistent data quality throughout the ITSM system.

• Perform system testing, troubleshooting, and root-cause analysis for ITSM-related issues affecting the service desk and enterprise users.

• Collaborate with cross-functional teams to translate business requirements into system configurations and improvements.

• Maintain documentation for system architecture, configuration changes, standard operating procedures, and user guides.

• Support reporting requirements through dashboards, analytics, and custom report development.

• Ensure compliance with FLETC standards, federal security requirements, and IT governance policies.

Education and Years of Experience:

• 5 years Systems Administration hands-on experience

Required Skills & Certifications:

• Certified OR equivalent verifiable experience in administering FLETC's ITSM system
• Strong DB design, schema development, referential integrity, and structured data management.

• Extensive expertise with Ivanti products, including:

  • Ivanti Service Manager (ISM)

  • Ivanti Voice

  • Ivanti Asset Manager

  • Ivanti Change Management

• Experience supporting ticketing workflows, service catalogs, configuration items (CIs), and automation rules.

• Ability to analyze system logs, database relationships, and reporting structures.

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

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

Physical Requirements: None required for this position.

Location: Remote, US

#LI-JL1

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.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI 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.

***************** No Agencies Please *****************

Applicants 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.