Tier 2 Agent

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Tier 2 Agent to join us.

Duties and Responsibilities :

• Provides Tier II 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 second-tier technical support issues for end-users of the organization's products and services
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal : sorts, codes, 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

Qualifications

Education and Years of Experience :

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

Physical Requirements : Not required for this position.

Location : Washington, DC

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being :

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.