Tier I Technician

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DMI (Digital Management, LLC)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

DMI (Digital Management, LLC) is a leading global provider of digital transformation and managed IT services that operates across both the public and private sectors. DMI's broad capabilities encompass artificial intelligence and data, application development and modernization, security and privacy, and cloud and infrastructure, supporting a diverse range of clients including national security, transportation, automotive, manufacturing, and consumer goods sectors. The company is recognized as an eight-time leader in the Gartner Magic Quadrant for Managed Mobility Services, and its Cloud+ suite offers comprehensive solutions for cloud advancements. DMI is committed to delivering superior customer satisfaction and innovative digital solutions that drive impactful business and mission outcomes for its clients worldwide.

📋 Description

• Provide first-level technical support to end users via phone, chat, and email • Troubleshoot and resolve issues related to mobile devices, connectivity, and account services • Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions • Process MACD requests (Moves, Adds, Changes, and Disconnects) • Assist with mobile device activation and initial configuration for first-time use • Guide users through placing orders within their self-service mobility portals • Respond to inbound calls, chats, and voicemails in a high-volume contact center environment • Maintain quality assurance and service performance standards • Collaborate with other teams to assist with overflow tasks and service requests • Cross-train on additional responsibilities within the Contact Center team as needed

🎯 Requirements

• High school diploma or equivalent • 1–2 years of experience in customer service, technical support, or a contact center environment preferred • Experience supporting mobile devices or working with mobile carriers such as Verizon, AT&T, or T-Mobile preferred • Strong verbal communication and problem-solving skills • Ability to walk users through troubleshooting steps clearly and patiently • Strong attention to detail and documentation skills • Comfortable working in a fast-paced, high-volume support environment • Proficiency with computers and general technology platforms • Ability to multitask and manage multiple support requests simultaneously • Reliable attendance and schedule flexibility • Ability to work overtime when required • CompTIA A+ certification or equivalent technical certification preferred • Experience with ServiceNow or other IT ticketing systems preferred • Familiarity with mobile device management (MDM) tools preferred • Experience with Active Directory / AD Manager preferred • Proficiency in Microsoft Office preferred • Typing speed of 40+ words per minute preferred • Ability to work independently with minimal supervision preferred • Must be a U.S. Citizen • Weekend shifts (Saturday/Sunday) may be required • Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

🏖️ Benefits

• Virtual health visits • Commuter perks • Pet insurance • Entertainment discounts • Annual performance reviews • Tuition assistance • Internal career growth opportunities • Generous 401(k) matches • Life and disability insurance • Financial wellness tools • Annual awards • Service anniversaries • Referral bonuses • Peer-to-peer shoutouts • Healthcare coverage • Wellness programs • Flu shots • Biometric screenings