Tier I Technician
About DMIDMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.About the OpportunityDMI (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.
- 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.
- 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.
- 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.
- Ability to secure public trust security clearance.
- 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.