Tier 3 Agent

DMI; Washington (District of Columbia); On-site; USD 66,000 - 81,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

Annual performance reviews

Tuition assistance

Internal career growth

Generous 401(k) matches

Life and disability insurance

Financial wellness tools

Annual awards

Service anniversaries

Referral bonuses

Peer-to-peer shoutouts

Healthcare coverage

Wellness programs

Job summary

DMI’s Tier 3 Agent role in Washington, DC, focuses on advanced IT problem resolution across software, hardware, and networks. You will diagnose issues, guide users through solutions, and collaborate with teams to restore services efficiently.

The position requires Security+ or equivalent within 90 days of start date. The role offers full-time employment with competitive compensation and benefits, reflecting experience in enterprise IT support and a strong commitment to security and customer

Qualifications

• Provides Tier III technical software, hardware, and network problem resolution for clients by diagnosing problems and guiding users through steps
• Extensive knowledge of field and policies related to IT support
• Requires judgment in resolving issues and making recommendations
• Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles

Responsibilities

• Provide Tier III technical support for software, hardware, and network issues
• Diagnose problems and guide users through step-by-step solutions
• Prioritize and route requests, escalating to senior staff as needed
• Collaborate with team members to restore services and identify root causes
• Conduct technical research to support information requests related to ongoing programs

Skills

Tier III support

Technical troubleshooting

Networking knowledge

Customer training

Job description

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 days of their start date.
• Security+ or equivalent is 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.

DMI values employees for 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.

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.