Tier 3 Agent

Digital Management Llc; Washington (District of Columbia); On-site; USD 73,000 - 92,000; Full time

Job summary

DMI is seeking a Tier 3 Agent in Washington, DC to provide advanced software, hardware, and network problem resolution. The role requires leading complex issues, guiding end users, and collaborating with systems engineering to restore services.

Candidates must be U.S. citizens and obtain Security+ or an equivalent certification within 90 days of starting. Minimum salary benchmarks are listed and location is on-site in DC.

Qualifications

• Provides Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions.
• Extensive knowledge of field.
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Responsibilities

• Provides Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve third-tier technical support issues for end-users of the organization's products and services
• Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem
• Resolves problems or contacts more senior technical support as necessary

Skills

Troubleshooting

Customer support

Network concepts

Education

Security+ certification or equivalent

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLCis seeking a Tier 3 Agent to join us.

Duties and Responsibilities:

• Provides Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve third-tier technical support issues for end-users of the organization's products and services
• Extensive knowledge of field
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training on various systems available
• Conducts technical research for sources of information required in support of request for information related to ongoing programs
• Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem
• New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 daysof their start date.
• Security+ or equivalentis required upon hire for Tier 2, Tier 3, and technical roles.

Qualifications

Education and Years of Experience:

• Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: Not required for this position.

Location: Washington, DC

Minimum Salary Rate

$73,492

Median Salary Rate

$91,865

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What’s Right– We lead with honesty and integrity.
• Own the Outcome– We take responsibility and deliver.
• Deliver for Our Customers– We are relentless about delivering value.
• Think Bold Act Smart– We innovate with purpose.
• Win Together– We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well‑being:

• Convenience/Concierge– Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development– Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial– Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition– Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness– Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMIvalues employeesfor their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** 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.