Bilingual Tier I Technician

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 (Digital Management, LLC.) is looking for a Bilingual Tier I Help Desk Technician.  We are looking for a highly organized and efficient person to provide end user support for our managed services operations in Canada. An ideal candidate will be bilingual in English and French Canadian to accommodate our customer base. The Tier I Technician will answer phone calls, provide support using chat functionality, and resolve tickets and orders. When necessary, the Tier I Technician will cross-train and participate in other responsibilities of the Contact Center team.

Duties and Responsibilities

• Create tickets for MACD requests (moves, adds, changes, and disconnects).
• Assist with activation of mobile phones and configuring the device for first time use.
• Assist users with placing orders in their online portal.
• Answer inbound phone calls.
• Respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Qualifications

Education and Years of Experience

• High school diploma or the equivalent.
• Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.
• Prefer 1-2 years of experience within Inbound Contact Centers.
• A+ Certification is a plus.

Required Skills/Certifications

• Must be fluent in French Canadian
• Regular and reliable attendance.
• Strong communication skills to communicate with end users over the phone.
• Ability to work overtime to complete projects.
• Proficiency in using computers and technology.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.

Desired Skills/Certifications

• Ability to work independently without relying on significant management oversight.
• Proficiency to use Microsoft Office products.
• Experience working for a mobile carrier or equivalent.
• Proficiency in typing, expected minimum of 40 words per minute.
• Experience using Service Now or ticketing solutions
• Experience with Five9 soft-phone platforms.
• Experience with AD manager, MDM, etc.

Location: Remote, Canada (also open to US location as long as job requirements are met)

Hours: Second Shift (either 2pm-11pm EST or 1:30pm-10:30pm EST shift preferred)

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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.

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