Tier 1 Technician

Posted Date 2 weeks ago(10/8/2021 1:11 PM)
Job ID
Infrastructure Support

About DMI

DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,000+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post.| Careers | Twitter | LinkedIn |Facebook 

About the Opportunity

DMI (Digital Management, LLC.) is looking for a Tier I Technician to join our staff. 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.

Required Skills/Certifications: 

  • Regular and reliable attendance.
  • Ability to work overtime to complete projects.
  • 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.

Additional Requirement(s):

  • Ability to secure public trust security clearance.

Location: Mason, OH


Hours: First, Second, Third Shift & Weekends/Holidays 


Working at DMI:

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, 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:

  • Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
  • 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 match for 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 acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several 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.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.


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


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