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DMI · 1 month ago

Tier 1 Agent

Washington, DC

Full-time

Onsite

New Grad, Entry Level

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Tier 1 Agent to provide technical support for clients by diagnosing software, hardware, and network issues, guiding users through solutions, and escalating problems as necessary.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

U.S. Citizen Only

Responsibilities

Provides Tier I 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 first tier technical support issues for end-users of the organization’s products and services

Uses automated information systems to analyze routine situations

Reviews incoming requests, both computer generated and verbal, sorts, codes 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, coordinates, and/or escalates to other team members to ensure the core issue is addressed

Qualification

Security+ certificationTechnical supportProblem diagnosisCustomer serviceTeam coordination

Required

New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 days of their start date

Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles

Must be a U.S. Citizen

Benefits

Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.

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.

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.

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

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