Tier I Technician

DMI (Digital Management, LLC)

. Provide first-level technical support to end users via phone, chat, and email .

Posted 9/23/2026full-timeRemote • United StatesJuniorMid-Level💰 $36,426 - $43,711 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in providing first-level technical support for mobile devices and account services, with strong problem-solving and communication skills. Capable of managing support requests in a high-volume contact center environment while maintaining quality assurance standards.

Highest-signal resume keywords

Technical Support ExperienceMobile Device TroubleshootingServiceNow ProficiencyCompTIA A+ CertificationCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Mobile Device ManagementTroubleshootingDocumentation SkillsTyping Speed 40+ WPMActive DirectoryMACD ProcessingSelf-Service Portal NavigationMultitaskingQuality AssuranceFast-Paced Environment Adaptability

Soft Skills

Verbal CommunicationProblem-SolvingAttention to DetailPatienceIndependence

Tools & Technologies

ServiceNowMicrosoft OfficeIT Ticketing SystemsMobile Carriers

Certifications & Qualifications

CompTIA A+ Certification

Industry Keywords

Contact CenterCustomer ServiceTechnical SupportMobile DevicesConnectivity Issues

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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 their self-service mobility portals
Respond to inbound calls, chats, and voicemails in a high-volume contact center environment
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 as needed

Requirements

What you’ll need

High school diploma or equivalent
1–2 years of experience in customer service, technical support, or a contact center environment preferred
Experience supporting mobile devices or working with mobile carriers (e.g., Verizon, AT&T, T-Mobile) preferred
Strong verbal communication and problem-solving skills
Ability to walk users through troubleshooting steps clearly and patiently
Strong attention to detail and documentation skills
Comfortable working in a fast-paced, high-volume support environment
Proficiency with computers and general technology platforms
Ability to multitask and manage multiple support requests simultaneously
Reliable attendance and schedule flexibility
Ability to work overtime when required
CompTIA A+ certification (or equivalent technical certification) preferred
Experience with ServiceNow or other IT ticketing systems preferred
Familiarity with mobile device management (MDM) tools preferred
Experience with Active Directory / AD Manager preferred
Proficiency in Microsoft Office preferred
Typing speed of 40+ words per minute preferred
Ability to work independently with minimal supervision preferred
Must be a U.S. Citizen
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

Benefits

Comp & perks

Virtual health visits
Commuter perks
Pet insurance
Entertainment discounts
Annual performance reviews
Tuition assistance
Internal career growth opportunities
401(k) matches
Life insurance
Disability insurance
Financial wellness tools
Annual awards
Service anniversaries
Referral bonuses
Peer-to-peer shoutouts
Healthcare coverage
Wellness programs
Flu shots
Biometric screenings