IT Field Support Specialist (HT II) (Government)

AT&T•Columbia, MD

4d•Onsite

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. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. Are you a tech-savvy problem solver with a passion for hands-on IT support and a knack for making technology work seamlessly for others? AT&T is seeking a highly motivated and detail-oriented IT Field Support Specialist: To join our dynamic Team. This position provides advanced (Tier 2 and 3) on-site and remote support for a wide range of IT equipment and infrastructure, ensuring our customers remain connected, productive, and secure. Description of Job Duties/Responsibilities: 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. Advanced Technical Support: Deliver Tier 2 and 3 support for computer workstations, servers, printers, peripherals, and teleconferencing equipment both on-site and remotely. Troubleshoot, repair, and test hardware to minimize downtime and maximize performance. Site Surveys & Documentation: Conduct comprehensive site surveys to assess existing configurations and user requirements. Prepare detailed documentation, including diagrams and configuration changes, to ensure transparency and repeatability. Hardware Acquisition & Installation: Analyze current and future hardware requirements. Prepare technical specifications for hardware procurement and develop detailed installation schedules to streamline deployment. Project Support & Reporting: Prepare and deliver site installation and test reports. Support network upgrade initiatives by installing and configuring new hardware and associated cabling. Custom Cabling & Integration: Build and install specialized interconnecting cables as required for unique site needs or hardware integrations. Training & User Enablement: Train site personnel in the proper use and maintenance of hardware, empowering users to get the most from AT&T’s IT resources. Infrastructure Maintenance: Maintain and support government and/or vendor-manufactured fiber optic modems, multiplexers, fiber optic/Ethernet cables, and telephone systems to ensure robust and reliable connectivity. Operational Excellence: Adhere to standard operating procedures, utilizing ticketing systems for issue tracking and documentation to ensure efficient and effective IT service management. End-User Support: Act as a resource for end-user connectivity needs, providing timely and professional support and guidance. Collaboration: Work closely with other IT teams, vendors, and business units to drive successful project outcomes and continuous improvement.

Requirements

TS/SCI with polygraph.
Minimum Education and Experience: High school diploma or GED required. Minimum of 4 years of relevant IT experience.
Must possess 8570 Certification; Security+ certification is highly preferred.
Technical Skills: Highly skilled in installing, repairing, and troubleshooting computer hardware and peripherals.
Well-versed in installing Windows operating systems, software applications, antivirus programs, and security patches.
Demonstrated ability to read, interpret, and apply information from technical manuals and schematics.
Proficient in Microsoft Office Applications, including Word, Excel, PowerPoint, and Access.
Demonstrated expertise with Microsoft Windows 7 and Windows 10 operating systems.
Familiar with Active Directory security and policies, supporting secure and compliant IT environments.
Proficient in supporting end-users remotely, providing timely and effective technical assistance.
Professional Competencies: Excellent analytical and problem-solving skills with the ability to manage complex technical issues independently.
Outstanding verbal and written communication skills to effectively collaborate with team members and support end-users.
Strong organizational skills, with the ability to manage time and priorities efficiently and work with minimal supervision.
Additional Requirements: Ability to lift and move items weighing up to 50 lbs as required.
Availability to work an 8-hour shift scheduled between the hours of 6:00 AM and 6:00 PM, as determined by management.
In order to be considered for this position, you must have a valid driver’s license and an acceptable driving record and be eligible to drive an AT&T company vehicle.

Nice To Haves

Security+ certification is highly preferred.

Responsibilities

Deliver Tier 2 and 3 support for computer workstations, servers, printers, peripherals, and teleconferencing equipment both on-site and remotely.
Troubleshoot, repair, and test hardware to minimize downtime and maximize performance.
Conduct comprehensive site surveys to assess existing configurations and user requirements.
Prepare detailed documentation, including diagrams and configuration changes, to ensure transparency and repeatability.
Analyze current and future hardware requirements.
Prepare technical specifications for hardware procurement and develop detailed installation schedules to streamline deployment.
Prepare and deliver site installation and test reports.
Support network upgrade initiatives by installing and configuring new hardware and associated cabling.
Build and install specialized interconnecting cables as required for unique site needs or hardware integrations.
Train site personnel in the proper use and maintenance of hardware, empowering users to get the most from AT&T’s IT resources.
Maintain and support government and/or vendor-manufactured fiber optic modems, multiplexers, fiber optic/Ethernet cables, and telephone systems to ensure robust and reliable connectivity.
Adhere to standard operating procedures, utilizing ticketing systems for issue tracking and documentation to ensure efficient and effective IT service management.
Act as a resource for end-user connectivity needs, providing timely and professional support and guidance.
Work closely with other IT teams, vendors, and business units to drive successful project outcomes and continuous improvement.

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)
Pro-rated when working less than 40 hrs/wk.
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