AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.
Intelink Services provide interagency information sharing, content discovery, and collaboration capabilities on the IC system domains to the IC and its partners in Defense, Homeland Security, Foreign Affairs, and Law Enforcement.
AT&T has an opening for a Help Desk Specialist to support Public Sector Solutions.
This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
The job duties of the Help Desk Specialist are as follows:
Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
Document and communicate outage information to co-workers and customers.
Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
Document all communications in a ServiceNow ticket system, escalate tickets as needed.
Provide basic instructions on how to use services to both external and internal customers.
Troubleshoot customer accounts and users’ ability to logon to the collaboration environment.
Train and mentor junior members of the team.
Work to be performed in Laurel, MD.
Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)
Required Qualifications: Five (5) years of Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field. (NOTE: An additional seven (7) years with an Associate’s Degree or an additional nine (9) years experience may be substituted for the Bachelor’s Degree). Demonstrated experience of at least two (2) year shall be within the (Domain area). Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level II (SEC+; CCNA)
Ready to join our team? Apply today!
Our Help Desk Specialist II (Government) earns between $79,300 - $135,200 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
Weekly Hours:
40
Time Type:
Regular
Location:
Columbia, Maryland
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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