[Hiring] Tier I Technician @DMI

Role Description

DMI, LLC is seeking a Tier I Help Desk Technician to join our Managed Mobility Services (MMS) Contact Center in Sharonville, OH. This role is part of our Live Services team, providing frontline technical and customer support for enterprise and government clients using mobile devices and mobility solutions.

• Provide first-level technical support to end users via phone, chat, and email.
• Troubleshoot and resolve issues related to mobile devices, connectivity, and account services.
• Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions.
• Process MACD requests (Moves, Adds, Changes, and Disconnects).
• Assist with mobile device activation and initial configuration for first-time use.
• Guide users through placing orders within their self-service mobility portals.
• Respond to inbound calls, chats, and voicemails in a high-volume contact center environment.
• Maintain quality assurance and service performance standards.
• Collaborate with other teams to assist with overflow tasks and service requests.
• Cross-train on additional responsibilities within the Contact Center team as needed.

Qualifications

• High school diploma or equivalent.
• 1–2 years of experience in customer service, technical support, or a contact center environment preferred.
• Experience supporting mobile devices or working with mobile carriers (e.g., Verizon, AT&T, T-Mobile) is preferred.
• Strong verbal communication and problem-solving skills.
• Ability to walk users through troubleshooting steps clearly and patiently.
• Strong attention to detail and documentation skills.
• Comfortable working in a fast-paced, high-volume support environment.
• Proficiency with computers and general technology platforms.
• Ability to multitask and manage multiple support requests simultaneously.
• Reliable attendance and schedule flexibility.
• Ability to work overtime when required.

Requirements

• CompTIA A+ certification (or equivalent technical certification) preferred.
• Experience with ServiceNow or other IT ticketing systems preferred.
• Familiarity with mobile device management (MDM) tools preferred.
• Experience with Active Directory / AD Manager preferred.
• Proficiency in Microsoft Office preferred.
• Typing speed of 40+ words per minute preferred.
• Ability to work independently with minimal supervision.
• Must be a U.S. Citizen.

Benefits

• Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Development: Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Financial: Generous 401(k) matches, life and disability insurance, and financial wellness tools.
• Recognition: Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
• Wellness: Healthcare coverage, wellness programs, flu shots, and biometric screenings.