Tier 3 Agent

DMI Mobile Enterprise Solutions • Mclean, VA

84d

About The Position

DMI, LLC is seeking a Tier 3 Agent to join us. This position involves providing Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions. The role may also involve providing expertise to solve third-tier technical support issues for end-users of the organization's products and services. The agent will work on assignments that are moderately difficult, requiring judgment in resolving issues or making recommendations. They will use automated information systems to analyze routine situations, review incoming requests, and may prioritize them for proper action. The agent will resolve problems or contact more senior technical support as necessary, support users by fulfilling individual requests for information and/or training on various systems, conduct technical research for sources of information required in support of requests, and interact with other team members and systems engineering to restore services and/or identify and correct core problems.

Requirements

• Must be a U.S. Citizen.
• Extensive knowledge of field.
• Leads other subject matter experts of the IT technology team for specific customers.
• Evaluates design and architecture issues.
• Increases integration of services delivered.
• Researches current market technologies to design cost-effective solutions.

Responsibilities

• Provides Tier III technical software, hardware, and network problem resolution for clients.
• Performs problem diagnosis and guides users through step-by-step solutions.
• Provides expertise to solve third-tier technical support issues for end-users.
• Works on assignments that are moderately difficult, requiring judgment in resolving issues.
• 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 with other team members and systems engineering to restore services.

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: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 1,001-5,000 employees