Tier I Technician

DMI 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. The successful candidate 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.

What You Will Do

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.

Why It Might Be a Fit

This role offers significant opportunities for career growth within our Managed Mobility Services organization. The successful candidate will thrive in a fast-paced environment and have strong customer service skills, attention to detail, and a foundational understanding of IT support.

Requirements

• High school diploma or equivalent
• 1–2 years of experience in customer service, technical support, or a contact center environment
• Experience supporting mobile devices or working with mobile carriers (e.g., Verizon, AT&T, T-Mobile) is preferred
• 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

Benefits

• Convenience/Concierge (virtual health visits, commuter perks, pet insurance, and entertainment discounts)
• Development (annual performance reviews, tuition assistance, and internal career growth opportunities)
• Financial (generous 401(k) matches, life and disability insurance, and financial wellness tools)
• Recognition (annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts)
• Wellness (healthcare coverage, wellness programs, flu shots, and biometric screenings)