Tier I Technician

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity

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.

In this position, you will interact directly with end users in a high-volume contact center environment, assisting with troubleshooting, device activation, service requests, and general support for mobile devices including iPhones, Android devices, and tablets. You will communicate with users via phone, chat, and email, guiding them through solutions while documenting interactions and resolutions in ServiceNow.

We are looking for individuals with strong customer service skills, attention to detail, and a foundational understanding of IT support who thrive in a fast-paced environment. This role offers significant opportunities for career growth within our Managed Mobility Services organization.
Duties and Responsibilities:

- 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
Education and Years of Experience:

- 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

Required Skills & Certifications:

- 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

Preferred Skills & Certifications:

- CompTIA A+ certification (or equivalent technical certification)

- Experience with ServiceNow or other IT ticketing systems

- Familiarity with mobile device management (MDM) tools

- Experience with Active Directory / AD Manager

- Proficiency in Microsoft Office

- Typing speed of 40+ words per minute

- Ability to work independently with minimal supervision

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: None required for this position.

Location: Remote, US

- Work Environment: Managed Mobility Services Contact Center

- Schedule: DMI operates 24/7/365, and this role requires flexibility with