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

Corporate University Role:

The Corporate University Role is a Tier 2 role that functions to provide Daily Support for the FDIC Classroom environment. They maintain and configure all classrooms that are within the Corp. University space that have Televisions/Panels, A/V Equipment such as Microphones/Cameras/Switches, and Creston specific devices associated within the room space. Each technician is expected on a daily basis to make sure the customer experience is covered and met with high level of quality while using their workstations or equipment being used in the work space.

Hours of Operation

• 6:30am

• 5:30pm (Daily)

Responsibilities:

• Resolve technical issue/user error that is preventing the start or continuation of course instruction, whether in-person in the physical space or via the virtual classroom

• Resolve technical issue/user error that is preventing a student or small subset of students from fully participating in in-person instruction, whether in the physical or virtual classroom

• Provide technical support (by appointment) to end users that need assistance with technical problem or knowledge gap that is impacting but not preventing participation in in-person instruction, whether in the physical or virtual classroom

• Working with Tier 3 to resolve AV/IT issues escalated by Tier 2 dedicated CU support team or originating in the hardware/software within the IT Closets

• Resolve AV/IT equipment and/or configuration issues that could not be resolved by the Tier 3 team

• Coordinate and provide updates to the control system code & touch panel layouts based on owner feedback of desired functionality.

• Conducting subjective and objective tests of the audio, video, and control systems of the installed audiovisual systems.

• Expected to replace or repair any failed equipment hardware or software installations required to provide full system operations.

• Expected to provide updates to firmware during service period. Provide any necessary system modifications after installation of these updates to maintain a fully functioning system.

Experience with Applications & Equipment:

• Instructor Lectern

• Mersive Solstice

• Kaptivo (In breakout rooms)

• Listen Everywhere

• Assistive Listening

• Microsoft Office Suite

• ServiceNow

• IT hardware such as:

• Lectern PC including wireless keyboard and PIV card reader

• Instructor Laptops & Desktop Workstations

• Projectors/Screens/Flat Panel Displays

• Video Cameras/Video Conferencing Codecs

• Distributed Ceiling Mounted Loudspeakers/Wireless Lapel and Handheld Mics

• Audio and Video Switching Equipment

• Audio Signal Processing and Amplification

• Participant laptops, iPads, iPhones or other devices.

• VOIP assistance is also needed

Skill Required:

• Maintaining & Fix

• Network connectivity

• Inability to access virtual classroom (Adobe Connect or MS Teams)

• Inability to access Wi-Fi network

• Inability to access classroom materials on SharePoint, One Drive, or other network location

• Maintaining & Fix

• Audio/visual connectivity

• Inability to access virtual classroom (Adobe Connect or MS Teams)

• Inability to access Wi-Fi network

• Inability to access classroom materials on SharePoint, One Drive, or other network location

• Maintaining & Fix

• Software configuration

• Incorrect or lost configuration within the classroom/breakout rooms - unable to share content or display specific content on specific screens

• Unable to link the classroom and breakout rooms

• Unable to connect microphone (virtual classroom)

• Improper frequency settings on Wireless mic transmitters & receivers

• Providing all needed equipment, material, and labor

• Providing service telephone number

• Cleaning optical lenses

• Checking and replacing projection light systems

• Checking and repairing microphones and microphone cables

• Conducting subjective and objective tests of the audio, video, and control systems of the installed audiovisual systems.

(Expectation) Corporate University Daily Tasks:

• Walk the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Providing a resolution of technical problems, troubleshoots products and modifies products to customer requirements.

• Provide Tier 2 technical support for the installation and repair of complex systems and outages.

• Conduct troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.

• Review incoming requests, both computer generated and verbal, sort, and code and may prioritize for proper action.

• Support users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

• Interact with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

Qualifications

Location: Dallas, VA

Physical Requirements: N/A

US Citizenship Required

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. As such, we offer a variety of perks and benefits that help met 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:

• Community

• Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community

• 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 match for 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 acknowledgement through Give-A-Wow, employee referral bonuses.

• Wellness

• Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several 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 on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

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