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About DMI
DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com | Careers | Twitter | LinkedIn | Facebook About the Opportunity DMI is looking for a Service Desk Technician - Tier 2 (SDT2) to support a federal customer in the DC Metro area . This candidate will be responsible for the following: Duties and Responsibilities:- Experience with Avaya Agent and ServiceNow.
- Extensive software install and configuration experience for SDT2 queue priority escalation issues received directly or transferred from Onsite.
- Communicate with Workflow, Queue Managers, Service Desk and Onsite team in the event tickets need to be moved to another queue, worked with the Service Desk, or if follow-up with a client(s) is required.
- Ability to handle remote based tickets received through the SDT2 queue or from tickets moved from the Deskside queues. Examples include:
- Global Protect (VPN)/Network Adapter Issues
- Domain Not Specified Issues
- Token Enrollments/Configurations/Certification Setups
- Software Installs requiring extensive work and follow-ups
- Must be flexible and open to functioning as Service Desk (surge support), Deskside, or Baseline support as a remote technician.
- Prioritize and execute against any work stoppage tickets assigned/unassigned.
- Work with queue monitors to identify oldest tickets in queue, assign them, and work them to closure/resolution.
- Time management and professional communication with clients via Microsoft Teams, phone, and email. Ability to document all actions taken towards resolving client issues in the ticket log.
- If ticket needs to be pended, receive client approval/acknowledgement for pend and attached email to ticket.
- Coordinate with SHR-WorkFlow and queue monitors to identify tickets needing to be re-routed/re-assigned in ServiceNow.
- Identify appropriate assignee group and reason for escalation and send complimentary email to escalation group for their awareness.
- Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum five year's equivalent work experience in a fast-paced Service Desk environment .
- ServiceNow System Administration Certification and ITIL Certification is preferred.
- Experience performing quality assurance responsibilities in support of ServiceNow.
- Understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas.
- 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