Network Support Technician (Government)

AT&T•El Paso, TX

3d•Onsite

About The Position

AT&T Global Public Sector is seeking a Network Support Technician (NST) to support an Immigration and Customs Enforcement (ICE) Office of Chief Information Officer (OCIO) program, specifically within Information Technology Field Operations (ITFO) in El Paso, TX. The NST will provide onsite and remote Tier 2 support, focusing on prompt resolution of user IT issues including hardware, software, applications, network diagnostics, and cloud services to minimize downtime. This role operates within a Service Desk supported Tier II environment, supporting 24x7 LANs, associated applications, peripherals, connectivity, and end-users. The position requires working independently and/or under immediate supervision, with a degree of creativity and latitude.

Requirements

Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
Associate Degree or equivalent experience
1+ years’ of IT-related support experience, preferably in a helpdesk or customer support role
Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues
General knowledge network products and systems
Experience in a rapid paced, time sensitive, high-quality environment
Must have excellent team skills and collaboration skills
Attention to detail and follow-through
Ability to work with minimal supervision
Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required
Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations
Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails
If the position requires you to enter certain facilities, you may be required to wear personal protective equipment and adhere to social distancing requirements
Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs

Nice To Haves

Prior experience providing technical enterprise support within a large, complex organization, dealing with a wide range of users, systems, and networks.
Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
Ability to apply comprehensive knowledge across key tasks and high impact assignments
Experience evaluating system performance results and recommending improvements or optimizations
Experience performing IT hardware repairs and installing replacement parts
Experience planning and leading technology assignments and projects
Prior hands-on experience with the setup, configuration and administration of servers and backups
Experience functioning as a technical expert across multiple project assignments
ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications

Responsibilities

Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
Assist in testing, applying, and maintaining server configurations and related security patches
Assist in maintaining and checking the health of systems and backups to include restore testing
Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner
Provide inventory support and input to the provided inventory system for the customer
Responsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requests
Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
Conduct or provide new equipment deployments and/or requested deployment support
Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
Analyzes functional business requirements and design specifications for functional activities
Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems
Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware

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