Intermediate Technical Expert (Government)
About The Position
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. Our Defense Team supports the Defense Information Systems Agency (DISA) Cloud‑Based Internet Isolation (CBII) capability delivering secure internet access to a global DoD user base. AT&T has an opening for an Intermediate Technical Expert to support DISA in providing IT services and connectivity in a Department of War (DoW) environment.
Requirements
- Experience supporting DoD or DISA IT service programs.
- Deliver, deploy, and sustain an unclassified Cloud Service Offering (CSO).
- Secret clearance.
Nice To Haves
- Understanding of IT Service Management processes (incident, problem, change management).
- Familiar with developing documentation and training curricula for technical services.
- Strong skills in supporting daily stand-ups and cross-team meetings, with ability to translate complex technical issues into actionable plans and clear reports.
Responsibilities
- Support the Program Manager in execution of contractual compliance.
- Participate in daily scrum meetings with support teams (Tier I, Tier II, engineering) to synchronize ongoing operations and swiftly address any emerging issues.
- Support Weekly Activity Reports (WAR) creation detailing contractor activities and statuses; support the creation of After-Action Reports (AAR) after incidents.
- Identify improvement opportunities and highlight issues requiring Government attention.
- Implement monthly process improvements to enhance service compliance and reporting (adjusting performance thresholds, refining workflows, etc.).
- Document and track root-cause analyses and corrective actions after major outages or performance issues.
- Develop Tactics, Techniques, and Procedures (TTPs) for Tier I/II teams, capturing best practices and escalation processes.
- Establish and curate the Tier 0 Knowledge Portal, providing self-service resources.
- Design and deliver training materials and programs – including user guides, admin guides, and hands-on exercises.
- Conduct regular live training sessions (webinars, train-the-trainer sessions) and update training content to incorporate system changes.
- Collect and analyze training feedback, adjust training and knowledge resources to improve user adoption and satisfaction.
- Support ad-hoc training requests, especially during user onboarding surges or for Mission Partner-specific needs.
- Engage with the Program Manager to align training and process initiatives with overall program milestones and strategy.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
