Lead Network Technology Support (Government)

AT&T•Columbia, DC

2d•$98,100 - $180,000•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located at customer's site. 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. The Lead Network Technology Support serves onsite as part of DOJ/ATF Network Incident Management and helpdesk, providing technical support to offices nationwide. Job Duties/Responsibilities: Manage Client Relationships – This role will support the AT&T management team in delivering on new client requirements and opportunities. This includes overall program management of various customer funded projects. Collaborate with Developers and Analysts – This person would lead the internal, cross-functional team to drive new capabilities and meet contract deliverables and exceed customer expectations. ServiceNow Ticketing - This person would primarily work with existing tickets doing basic triage of the ServiceNow (SNOW) tickets ensuring they have been acted upon. This person would also provide basic information, as necessary, within the ticket to determine routing for resolution. Local Office Troubleshooting Coordinator - This person will contact the local office to do basic troubleshooting and ensure the proper description of the problem is in place. Assure higher-level technicians have the necessary information to resolve the incident in a timely manner. Local Office Ticketing Follow Up - Contact and follow up with the impacted sites for a status after a ticket is updated, escalated and/or closed. Network Status Reporting - This position will also aid in the development and communication of daily reports from various portals to depict the state of the network. This person will report and communicate the network status up to and including senior management. This will aid in communications with submitted change request to Business Connect.

Requirements

Strong written and verbal communications skills.
Ability to work and communicate with technical and non-technical people.
Strong people skills and excellent customer service, while maintaining a professional demeanor.
Self-starter with the ability to work remotely and efficiently while prioritizing tasks and multi-tasking in a busy environment.
Ability to adapt to a changing environment with various levels of activity.
Ability to recognize, interpret and understand technical issues and communicate necessary actions to the appropriate teams.
Basic network and systems troubleshooting skills.
Ability to demonstrate and train others in required tasks.
Knowledge, experience, and proficiency using trouble ticketing systems (SNOW) and procedures.
DOJ Public Trust (#publictrust)

Nice To Haves

Project management experience is desirable along with direct experience supporting DOJ in a technical capacity.

Responsibilities

Manage Client Relationships
Collaborate with Developers and Analysts
ServiceNow Ticketing
Local Office Troubleshooting Coordinator
Local Office Ticketing Follow Up
Network Status Reporting

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