Tier 3 Agent

DMI•Washington, DC

7d•$60,000 - $72,000•Onsite

About The Position

DMI, LLC is seeking a Tier 3 Agent to join their team. This role involves providing Tier III technical support for software, hardware, and network issues. The agent will diagnose problems, guide users through solutions, and potentially resolve complex third-tier technical support issues for end-users of the organization's products and services. The position requires extensive knowledge in the field and involves working on moderately difficult assignments that require judgment and recommendations. The agent will use automated systems for analysis, review and prioritize incoming requests, and conduct technical research. Collaboration with other team members and systems engineering is expected to restore services and identify root causes. New hires must obtain a required certification (e.g., Security+ or equivalent) within 90 days of their start date, and this certification is required upon hire for Tier 2, Tier 3, and technical roles.

Requirements

Extensive knowledge of field
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

Nice To Haves

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

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