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DMI · 3 months ago

Tier 3 Agent

US-VA-McLean

Full-time

Onsite

Mid Level

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The company is seeking a Tier 3 Agent to provide technical support for software, hardware, and network issues, ensuring effective problem resolution and user assistance.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

U.S. Citizen Only

Responsibilities

Provides Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve third-tier technical support issues for end-users of the organization's products and services

Extensive knowledge of field

Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations

Uses automated information systems to analyze routine situations

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action

Resolves problems or contacts more senior technical support as necessary

Supports users by fulfilling individual requests for information and/or training on various systems available

Conducts technical research for sources of information required in support of request for information related to ongoing programs

Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem

Qualification

Technical supportProblem diagnosisNetwork operationsIT technology expertiseTeam collaboration

Required

Extensive knowledge of field

Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations

Uses automated information systems to analyze routine situations

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action

Resolves problems or contacts more senior technical support as necessary

Supports users by fulfilling individual requests for information and/or training on various systems available

Conducts technical research for sources of information required in support of request for information related to ongoing programs

Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem

Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements

Must be a U.S. Citizen

Benefits

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, 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 to help provide financial stability for each DMI employee.

Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.

Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002