Onsite Mobile Help Desk Technician

careers-dminc; Sharonville (OH); On-site; USD 29,000 - 35,000; Full time

Benefits offered by this job

Onsite role

24/7/365 schedule

Weekend remote possibility

Job summary

DMI, LLC is seeking a Tier I Help Desk Technician to join our MMS Contact Center in Sharonville, OH. This role provides frontline technical and customer support for enterprise and government clients using mobile devices and mobility solutions.

You will interact with end users via phone, chat, and email, document interactions in ServiceNow, and process MACD requests while ensuring timely resolutions in a fast-paced environment.

Qualifications

• Must have a high school diploma or equivalent.
• 1–2 years in customer service, tech support, or contact center preferred.
• Experience with mobile devices or mobile carriers (Verizon/AT&T/T-Mobile) preferred.

Responsibilities

• 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.
• Process MACD requests (Moves, Adds, Changes, and Disconnects).
• Assist with mobile device activation and initial configuration for first-time use.
• Guide users through placing orders within self-service mobility portals.
• Respond to inbound calls, chats, and voicemails in a high-volume contact center.
• Maintain quality assurance and service performance standards.
• Collaborate with other teams to assist with overflow tasks and service requests.
• Cross-train on additional responsibilities within the Contact Center team.

Skills

Verbal communication

Problem solving

Documentation

Multitasking

Attendance & schedule

Typing speed 40+ wpm

Education

High school diploma or equivalent

1–2 years in customer service or tech support

Experience with mobile devices/carriers

Tools

ServiceNow

MDM tools

Active Directory

Microsoft Office

Job description

DMI, LLC is seeking a Tier I Help Desk Technician to join our MMS Contact Center in Sharonville, OH. This role provides frontline technical and customer support for enterprise and government clients using mobile devices and mobility solutions.

You will interact with end users via phone, chat, and email, document interactions in ServiceNow, and process MACD requests while ensuring timely resolutions in a fast-paced environment.