Tier I Help Desk Technician – Managed Mobility Services

About the role

DMI, LLC is looking for a Tier I Help Desk Technician to join its Managed Mobility Services Contact Center in Sharonville, OH. You will provide first‑line technical support for enterprise and government clients using mobile devices, handling high‑volume inquiries via phone, chat, and email.

Key responsibilities

• Deliver first‑level support for iPhones, Android devices, and tablets.
• Troubleshoot connectivity, activation, and account‑service issues.
• Create, update, and close tickets in ServiceNow with accurate documentation.
• Process MACD (Moves, Adds, Changes, Disconnects) requests.
• Guide users through self‑service mobility portals and order placement.
• Maintain quality and performance standards in a fast‑paced contact‑center environment.
• Collaborate with other teams for overflow tasks and cross‑train as needed.

Required profile

• High school diploma or equivalent.
• 1–2 years of experience in customer service, technical support, or a contact‑center setting.
• Experience with mobile devices or carrier support (e.g., Verizon, AT&T, T‑Mobile) is preferred.
• Strong verbal communication, problem‑solving ability, and attention to detail.

Required skills

• ServiceNow ticketing system.
• Mobile device troubleshooting for iOS and Android platforms.
• MACD request handling.
• Device activation and initial configuration.