Tier 1 Agent

DMI • Tysons, VA

92d

About The Position

DMI, LLC is seeking a Tier One Agent to join us. The position involves providing Tier I technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions. The agent may also provide expertise to solve first tier technical support issues for end-users of the organization’s products and services. Responsibilities include using automated information systems to analyze routine situations, reviewing incoming requests, sorting and prioritizing them for proper action, resolving problems or contacting more senior technical support as necessary, supporting users with information and training on various systems, conducting technical research for information related to ongoing programs, and interacting with team members to ensure core issues are addressed.

Requirements

• Must be a U.S. Citizen.
• Experience in providing technical support for software, hardware, and network issues.

Responsibilities

• Provides Tier I technical software, hardware, and network problem resolution for clients.
• Performs problem diagnosis and guides users through step-by-step solutions.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, sorts, codes, and prioritizes for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training.
• Conducts technical research for sources of information required in support of requests.
• Interacts, coordinates, and/or escalates to other team members to ensure core issues are addressed.

Benefits

• Virtual visits through health insurance.
• Pet insurance.
• Commuter benefits.
• Discount tickets for movies and travel.
• Annual performance management.
• Continuing education and tuition assistance.
• Internal job opportunities.
• Generous 401k matches (pre-tax and post-tax).
• Financial wellness education.
• Life Insurance and Disability benefits.
• Annual Awards ceremony and service anniversaries.
• Peer-to-peer acknowledgment and employee referral bonuses.
• Healthcare benefits and wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level