Tier I Technician

About the Company

DMI is a worldwide digital services provider operating across the public and private sectors. Its capabilities include managed IT services, cybersecurity, cloud migration, and application development, with support delivered both on-site and remotely for clients in government, healthcare, financial services, transportation, manufacturing, and other critical infrastructure areas. The company has more than 2,100 employees globally and has been recognized repeatedly as a top workplace at both regional and national levels.

Role Overview

DMI is hiring a Tier I Help Desk Technician for its Managed Mobility Services (MMS) Contact Center based in Sharonville, Ohio. The role sits within the Live Services team and focuses on front-line technical and customer support for enterprise and government users relying on mobile devices and mobility solutions.

In this position, you will assist end users in a busy contact center setting by troubleshooting issues, activating devices, handling service requests, and supporting mobile hardware such as iPhones, Android phones, and tablets. Support will be delivered through phone, chat, and email, and all interactions and outcomes must be logged in ServiceNow.

This opportunity is well-suited to someone with strong client-service skills, a careful eye for detail, and a basic foundation in IT support who can work effectively in a fast-moving environment. It also offers room to grow within the Managed Mobility Services organization.

Key Duties

• Serve as the initial technical contact for users through phone, chat, and email.
• Diagnose and help resolve mobile device, connectivity, and account-related problems.
• Open, update, and close ServiceNow tickets with clear notes on issues and fixes.
• Handle MACD activity, including moves, additions, changes, and disconnects.
• Support first-time device activation and setup.
• Walk users through ordering steps in self-service mobility portals.
• Answer inbound calls, chats, and voicemails in a high-volume support center.
• Follow quality standards and performance expectations.
• Partner with other internal teams to help manage overflow work and service requests.
• Take on additional contact-center responsibilities through cross-training as needed.

Qualifications

• High school diploma or an equivalent credential.
• About 1 to 2 years of experience in customer service, technical support, or a contact center is preferred.
• Prior exposure to mobile device support or wireless carriers such as Verizon, AT&T, or T-Mobile is preferred.
• Strong spoken communication and troubleshooting ability.
• Patience and clarity when guiding users through problem-solving steps.
• Careful documentation habits and strong attention to detail.
• Comfort working in a fast-paced, high-volume support setting.
• Good computer literacy and familiarity with common technology platforms.
• Ability to juggle multiple cases or requests at once.
• Dependable attendance and flexibility with schedules.
• Willingness to work overtime when necessary.
• Preferred: CompTIA A+ or an equivalent technical certification.
• Preferred: Experience using ServiceNow or another IT ticketing platform.
• Preferred: Familiarity with mobile device management tools.
• Preferred: Experience with Active Directory / AD Manager.
• Preferred: Good working knowledge of Microsoft Office.
• Preferred: Typing speed of 40+ words per minute.
• Preferred: Ability to work with limited supervision.

Work Environment and Schedule

This position is remote. The work setting is a Managed Mobility Services contact center, and the operation runs 24/7/365. The schedule requires flexibility and includes weekend shifts on Saturday and Sunday. Overtime may also be needed.

Eligibility and Requirements

Applicants must be U.S. citizens. Selected candidates may need to undergo a government security investigation and must satisfy the eligibility standards for access to classified information. U.S. citizenship may also be required for certain positions. No physical requirements are listed for this role.

Benefits and Perks

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Generous 401(k) matching, life and disability coverage, and financial wellness tools.
• Annual awards, service anniversary recognition, referral bonuses, and peer-to-peer recognition.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings.

Additional Information

DMI emphasizes a workplace culture built on doing the right thing, owning results, serving customers, thinking boldly while acting wisely, and succeeding together. The company also states that no agencies should apply. Job ID: 2026-28757.