Onsite Support Technician

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 within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI is looking for an Onsite Support Technician.

This candidate will be responsible for the following duties and responsibilities:

• Provide AV support.

• Liaise with and Support Customer VIPs.

• Experience with Avaya Agent and ServiceNow.

• Understanding of Crestron, clear touch, Kaptivo, or A/V equipment is a plus.

• Work with technical support and setup during special events.

• Perform installations and configurations of desktops, laptops, mobile devices, and associated peripherals and related Software. And extensive software install and configuration experience for queue priority escalation issues received directly or transferred.

• Support Windows Operating Systems, MS Office, local and network printing, and mobile devices.

• Experience w/various desktop and operating systems; and diverse technical environments.

• Communicate with workflow, queue managers, service desk and onsite team in the event tickets need to be moved to another queue, worked with the Service Desk, or if follow-up with a client(s) is required.

• Ability to handle remote based tickets or tickets from the deskside queues. Examples include:global protect (VPN)/network adapte issues, domain not specified issues, token enrollments/configurations/certification setups, software installs requiring extensive work and follow-ups

• Must be flexible and open to functioning as surge support, deskside, or baseline support as a remote technician.

• Prioritize and execute against any work stoppage tickets assigned/unassigned.

• Work with queue monitors to identify oldest tickets in queue, assign them, and work them to closure/resolution.

• Time management and professional communication with clients via Microsoft Teams, phone, and email. Ability to document all actions taken towards resolving client issues in the ticket log.

• Coordinate with SHR-WorkFlow and queue monitors to identify tickets needing to be re-routed/re-assigned in ServiceNow.

Qualifications

Education and Years of Experience:

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum five year's equivalent work experience in a fast-paced Service Desk environment.

Desired Skills:

• ServiceNow System Administration Certification and ITIL Certification is preferred.

• Experience performing quality assurance responsibilities in support of ServiceNow.

• Understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas.

• Excellent customer service orientation and verbal communication skills.

• Ability to perform root-cause analysis of technical issues.

• Asset management and tracking.

• Analytical thinking and problem-solving ability.

Clearance: Applicants subject to a government security investigation and must meet eligibility requirements for access to classified information.

US Citizenship required: Yes

Location: Onsite

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. 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 wellbeing:

• Convenience/Concierge

• Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.

• Development

• Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.

• Financial

• Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.

• Recognition

• Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.

• Wellness

• Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

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. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

• No Agencies Please

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.