About DMI:
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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.
About the Opportunity:
DMI (Digital Management, LLC.) is looking for a Tier I Help Desk Technician - Third Shift. 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.

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.

• 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.
  Qualifications: