Help Desk Specialist I (HD1) (Government)

AT&T•Columbia, MD

21h•Onsite

About The Position

AT&T Global Public Sector is seeking a Help Desk Specialist to support Public Sector Solutions. This role involves 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. The position requires office presence a minimum of 5 days per week at a government customer site in Laurel, MD, and operates on a rotating shift basis, 365 days a year. The specialist will monitor service health and status, take appropriate measures during outages, perform basic troubleshooting using SOPs, and document/communicate outage information. They will also provide tier 1 and 2 response to customer service requests via phone, email, chat, and tickets, documenting all communications in ServiceNow and escalating as needed. Responsibilities include troubleshooting customer accounts, user login issues, and providing basic service usage instructions.

Requirements

Required Clearance: TS/SCI with polygraph.
One (1) year of demonstrated Help Desk experience required with a Bachelor's degree.
Minimum three (3) years of Help Desk experience with an Associate degree.
Minimum five (5) years of Help Desk experience with a High School diploma.
Any degree from an accredited college or university is acceptable.
Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+).

Responsibilities

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.
Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
Provide basic instructions on how to use services to both external and internal customers.

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
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
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