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 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 multiple channels, document communications in ServiceNow, escalate tickets as needed, and provide basic user instructions. Additionally, the role involves troubleshooting customer accounts and logon issues, and training/mentoring junior team members.
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.
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
