Tier I Technician

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 (Digital Management, LLC.) is looking for a Tier I Help Desk Technician. We are looking for a highly organized and efficient person to provide end user support for our managed services operation. The successful candidate will answer phone calls, provide support using chat functionality, and resolve tickets and orders. When necessary, the Tier I Technician will cross-train and participate in other responsibilities of the Contact Center team.

Duties and Responsibilities:

Create tickets for MACD requests (moves, adds, changes, and disconnects).
• Assist with activation of mobile phones and configuring the device for first time use.
• Assist users with placing orders in their online portal.
• Answer inbound phone calls.
• Respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Education and Years of Experience:

• High school diploma or the equivalent.
• Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.
• Prefer 1-2 years of experience within Inbound Contact Centers.
• A+ Certification is a plus.

Required Skills/Certifications:

• Regular and reliable attendance.
• Strong communication skills to communicate with end users over the phone.
• Ability to work overtime to complete projects.
• Proficiency in using computers and technology.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.

Desired Skills/Certifications:

• Ability to work independently without relying on significant management oversight.
• Proficiency to use Microsoft Office products.
• Experience working for a mobile carrier or equivalent.
• Proficiency in typing, expected minimum of 40 words per minute.
• Experience using Service Now or ticketing solutions
• Experience with Five9 soft-phone platforms.
• Experience with AD manager, MDM, etc.

Additional Requirement(s):

• Ability to secure public trust security clearance.

Location: This position sits onsite in Cincinnati, OH, however weekend shifts can be worked remotely.

Hours: This position will include weekend hours (Saturday/Sunday). Weekend shifts can be worked remotely. All weekday shifts will be worked in office.

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DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** 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.