Help Desk Specialist Level 2 (HD2) (Government)
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, with rotating shift work 365 days a year. The specialist will be responsible for health and status monitoring, taking appropriate measures during service outages, performing basic troubleshooting, documenting and communicating outage information, and providing tier 1 and 2 response to customer service requests via multiple channels. Additionally, the role involves troubleshooting customer accounts, training junior team members, and maintaining documentation in a ServiceNow ticket system.
Requirements
- Four (4) years of demonstrated Help Desk experience required with a Bachelor's degree.
- Minimum six (6) years of Help Desk experience with an Associate degree.
- Minimum eight (8) 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+).
- TS/SCI with polygraph clearance required.
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.
- 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.
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 wireline phone
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
