Network Support Technician (Government)

AT&T•Jacksonville, FL

4d•$61,600 - $68,000•Onsite

About The Position

AT&T is hiring a Network Support Technician to support an Immigration and Customs Enforcement (ICE) Office of Chief Information Officer program, specifically Information Technology Field Operations in Jacksonville, Florida. The role provides onsite and remote Tier 2 support to resolve user IT issues promptly and minimize downtime, including issues involving hardware, software, applications, networks, cloud services, and other IT services. The position 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, following instructions and established guidelines while exercising some creativity and latitude. The position requires presence at the customer site at least five days per week. It includes participation in a pre-scheduled after-hours weekly on-call rotation. Local short-notice travel to Government sites is common, and overnight travel may be required; extended overnight and air travel is typically less than 5% per year. The role is classified as a Regular Driver and requires passing a Motor Vehicle Records check and maintaining travel readiness. Work may take place in law-enforcement settings, including locations similar to detention facilities, prisons, or jails. Personal protective equipment and social-distancing requirements may apply at certain facilities. The position pays $61,600–$68,000, with individual starting salary depending on factors such as geography, experience, expertise, and education or training. It is a regular position with 40 weekly hours.

Requirements

Must be a U.S. citizen and pass the DHS Employment Eligibility Verification process.
Must obtain or hold Public Trust clearance.
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.
Strong teamwork and collaboration skills.
Attention to detail and follow-through.
Ability to work with minimal supervision.
Must pass a Motor Vehicle Records check; 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 is typically less than 5% per year.
Must be comfortable working in a law-enforcement environment, potentially including 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.
Outstanding communication skills in formal and informal settings with customers, stakeholders, and technical specialists.

Nice To Haves

Prior experience providing technical enterprise support in a large, complex organization with a wide range of users, systems, and networks.
Expertise across multiple complex work assignments that are broad in nature and require originality and innovation.
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 for 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.
Assist in maintaining and checking system and backup health, including restore testing.
Monitor ServiceNow ITSM assignment groups and troubleshoot issues to resolve tickets.
Update tickets using documentation templates and guidelines to meet quality requirements.
Provide timely daily, weekly, and monthly activity reports.
Provide inventory support and enter information into the customer-provided 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 or provide support for new equipment deployments.
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 system designs, participate in implementing new systems, enhance existing systems, and contribute to analysis, design, and construction of next-generation IT systems.
Understand customer needs and commercially available IT products, and create requirements that enable implementation by architecture and engineering teams using commercial off-the-shelf products.
Apply system engineering experience in one or more areas, including telecommunications concepts, computer languages, operating systems, databases/DBMS, and middleware.
Provide technical support and communicate with customers, stakeholders, and technical specialists.
Travel to Government locations when support requests require it.

Benefits

Medical, dental, and vision coverage.
401(k) plan.
Tuition reimbursement program.
Paid time off and holidays: at least 23 vacation days per year based on date of hire, plus 9 company-designated holidays.
Paid parental leave.
Paid caregiver leave.
Additional sick leave may be available beyond what state and local law require; it is unprotected.
Adoption reimbursement.
Short- and long-term disability benefits.
Life and accidental death insurance.
Supplemental critical illness, accident, hospital indemnity, and group legal programs.
Employee Assistance Programs (EAP).
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.