Tier 3 Agent

DMI • Washington, DC

2d

About The Position

DMI, LLC is seeking a Tier 3 Agent to join us. Duties and 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 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.

Requirements

• 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

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
• 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
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees