Tier 3 Agent

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

DMI, LLC is seeking a Tier 3 Agent to join us. 

• →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
• →Extensive knowledge of field
• →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
• →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.

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.

• 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