Help Desk Technician

2 weeks ago

Cincinnati, Ohio, United States DMI Full time
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 in various sectors.

DMI has grown to over 2,100 employees globally and has been recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI is seeking a highly organized and efficient technical support professional to provide end-user support for our managed services operation.

Duties and Responsibilities
  • Create tickets for MACD requests (moves, adds, changes, and disconnects).
  • Assist with activation of mobile phones and configuring the device for first-time use.
  • Assist users with placing orders in their online portal.
  • Answer inbound phone calls and respond to voicemails.
  • Answer inbound chats and maintain satisfactory quality assurance scores.
  • Assist other teams with overflow work.
Qualifications
  • High school diploma or equivalent.
  • 1-2 years of experience working for a mobile carrier or in an inbound contact center.
  • A+ Certification is a plus.
Required Skills/Certifications
  • Regular and reliable attendance.
  • Strong communication skills to communicate with end-users over the phone.
  • Ability to work overtime to complete projects.
  • Proficiency in using computers and technology.
  • Strong attention to detail and organizational skills.
  • Multitasking skills and ability to keep up in a fast-paced work environment.
  • The ability to utilize critical thinking to complete tasks.
Desired Skills/Certifications
  • Ability to work independently without relying on significant management oversight.
  • Proficiency in using Microsoft Office products.
  • Experience working for a mobile carrier or equivalent.
  • Proficiency in typing, expected minimum of 40 words per minute.
  • Experience using Service Now or ticketing solutions.
  • Experience with Five9 soft-phone platforms.
  • Experience with AD manager, MDM, etc.
About Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. We care about your wellbeing and offer a variety of perks and benefits to help meet various interests and needs.

  • Convenience/Concierge: Virtual visits through health insurance, pet insurance, commuter benefits, and more.
  • Development: Annual performance management, continuing education, and tuition assistance.
  • Financial: Generous 401k matches and financial wellness education.
  • Recognition: Annual Awards ceremony, service anniversaries, and peer-to-peer acknowledgment.
  • Wellness: Healthcare benefits, wellness programs, and more.

We value our employees and take pride in helping our customers achieve their goals, contributing to the overall success of the company.

DMI is an Equal Opportunity Employer and maintains a drug-free workplace.

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