Network Support Technician (Government)

AT&T•Brunswick, GA

5d•$61,600 - $68,000•Onsite

About The Position

AT&T Global Public Sector is hiring a Network Support Technician to support the Immigration and Customs Enforcement (ICE) Office of Chief Information Officer program, specifically Information Technology Field Operations in Brunswick, Georgia. The position requires office presence at least five days per week, and relocation is not offered. The technician provides onsite and remote Tier 2 support, resolving user IT issues promptly to minimize downtime. Support covers hardware, software, applications, network diagnostics, cloud services, and other IT services. The role supports 24x7 LANs and associated applications, peripherals, connectivity, and end users in a Service Desk-supported Tier II environment. The technician reports to an Area Technical Lead and works independently and/or under immediate supervision using instructions and established guidelines; some creativity and latitude are required. The position may involve short-notice local travel and occasional overnight or air travel to Government locations. The technician must be comfortable working in law enforcement settings, potentially including detention facilities, prisons, or jails. Personal protective equipment and social-distancing requirements may apply at certain facilities.

Requirements

Must be a U.S. citizen and pass the DHS Employment Eligibility Verification process.
Associate degree or equivalent experience.
At least 1 year 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 of network products and systems.
Experience working in a fast-paced, time-sensitive, high-quality environment.
Excellent teamwork and collaboration skills.
Attention to detail and follow-through.
Ability to work with minimal supervision.
Must pass a Motor Vehicle Records check; the position is classified as a Regular Driver.
Must maintain travel readiness for local and/or overnight travel to Government locations; local short-notice travel is common, and extended overnight and air travel are typically less than 5% per year.
Must be comfortable working in law enforcement environments that may include detention facilities, prisons, or jails.
Must be able to position themselves to access computer and related equipment connections and transport objects or equipment weighing up to 50 pounds multiple times per shift.
Outstanding communication skills in formal and informal interactions with customers, stakeholders, and technical specialists.
Required clearance: Public Trust.

Nice To Haves

Prior experience providing technical enterprise support in a large, complex organization with a broad range of users, systems, and networks.
Expertise across multiple complex assignments that require 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.
Hands-on experience setting up, configuring, and administering servers and backups.
Experience serving as a technical expert across multiple project assignments.
ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.

Responsibilities

Provide LAN administrator support, including installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
Support network-attached devices, including computers, printers, fax machines, biometric devices, electrocardiograms, X-ray machines, smart displays, and sensors.
Support mobile and wireless devices, including smartphones, tablets, and hotspots.
Assist with testing, applying, and maintaining server configurations and related security patches.
Check system and backup health and assist with restore testing.
Monitor ServiceNow ITSM assignment groups and troubleshoot issues to resolve tickets.
Update tickets using documentation templates and guidelines to meet quality requirements.
Prepare timely daily, weekly, and monthly activity reports.
Provide inventory support and enter information into the customer’s inventory system.
Install and maintain video teleconferencing infrastructure and assist with user requests.
Participate in scheduled after-hours support through a weekly on-call rotation and support special projects or events as a team member.
Conduct new equipment deployments and provide requested deployment support.
Provide cabling support and run cables in data centers, LAN rooms, and remote wiring closets.
Analyze functional business requirements and design specifications for functional activities.
Contribute to technical discussions and develop and present briefing materials to meet customer needs.
Identify and fix problems in existing systems, implement new systems, enhance existing systems, and participate in analysis, design, and construction of next-generation IT systems.
Understand customer needs and commercially available IT products, and develop requirements for implementation by architecture and engineering teams and COTS products.
Apply systems engineering experience in one or more areas, including telecommunications concepts, computer languages, operating systems, databases/DBMS, and middleware.

Benefits

Medical, dental, and vision coverage
401(k) plan
Tuition reimbursement program
Paid time off and holidays, including at least 23 vacation days each year and 9 company-designated holidays; prorated when working less than 40 hours per week
Paid parental leave
Paid caregiver leave
Additional sick leave may be available beyond what state and local law require
Adoption reimbursement
Short-term and long-term disability benefits
Life and accidental death insurance
Supplemental benefit programs, including critical illness, accident, hospital indemnity, and group legal
Employee Assistance Programs
Employee wellness programs
Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet and fiber where available, and AT&T wireline phone