24/7 Remote IT Support Specialist

DMI (Digital Management, Inc.)

United States

Remote

USD 54,000 - 66,000

Full time

3 days ago

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Benefits offered by this job

Virtual health visits

Tuition assistance

401(k) matches

Life and disability insurance

Wellness programs

Entertainment discounts

Annual awards

Peer recognition

Job summary

DMI, a leading provider of digital services, seeks a Customer Support Representative Specialist to join our remote US team. You will be the first point of contact for user issues, delivering 24/7 IT support and logging, classifying, and resolving incidents using ITIL-based processes.

You will monitor incidents to prevent SLA breaches, identify trends, and suggest improvements to reduce volume and raise service quality, helping keep environments productive and downtime to a minimum. U.S.

Qualifications

In-depth knowledge of IT service desk operations.
Expertise in ticket resolution and escalation.
Strong customer service and communication skills.
Ability to identify and resolve recurring issues.
Analytical skills.

Responsibilities

Provides 24/7/365 IT support as the first point of contact for user issues.
Logs, classifies, and resolves incidents and service requests using ITIL-based processes.
Monitors incidents nearing SLA thresholds and escalates as needed.
Identifies trends and recurring issues and recommends improvements to reduce incident volumes.
Delivers reliable and responsive IT support to minimize downtime.