Tier 1 Agent

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Tier I Agent to join our team.

Duties and Responsibilities:

Provide 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
• Use automated information systems to analyze routine situations
• Review incoming requests, both computer-generated and verbal - sort, code, and prioritize tickets for proper action
• Resolve problems or contact more senior technical support as necessary
• Support users by fulfilling individual requests for information and/or training on various systems available
• Conduct technical research for sources of information required in support of the request for information related to ongoing programs
• Interact, coordinate, and/or escalate to other team members to ensure the core issue is addressed

Education and Years of Experience:

• Security+ certification required for this role (ideal candidate will have an active Security+ certificiation or be able to obtain one within 90 days of their start date

Min Citizenship Status Required: Must be a U.S. Citizen. Public Trust Clearance will need to be obtained prior to start.

Hours: 9am-5pm, Monday-Friday

Location: Role sits onsite in Washington, DC

LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. 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 well-being:

• 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.

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.

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