Service Desk Officer (Government)

AT&T•Reston, VA

29d•$80,000 - $160,000•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. AT&T has an opening for a Service Desk Officer for the TAC2O systems program. This key position will be providing managed IT support of SAP-IT systems for high-priority defense intelligence collection needs. Job Duties/Responsibilities: Work is technical in nature providing Tier 1 Service Desk support for ATIP customers from telephone, email, and ticketing system requests in support of a customer's mission-oriented IT infrastructure. The Service Desk Officer monitors Network and Server Infrastructure, performs initial troubleshooting on LAN & WAN data telecommunications equipment plus the supporting applications and services. This requires Tier 1 troubleshooting and problem solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools. Candidate will serve as liaison between the end users / customers and senior technical staff if problems are escalated. The Service Desk Officer processes routine customer work orders such as enabling network ports, managing software licenses, and adding system accounts. This job requires responsiveness and courtesy in customer interactions.

Requirements

TS/SCI, Poly (#tssci) (#polygraph)
Education requirements are flexible depending on experience.
Excellent verbal (Phone customer interaction skills) and written communication skills.
Experience with general information technology.
Willingness to work in Northern Virginia (Reston)
Ability to work both as part of a team and independently.
Must be 8570 compliant (IAT Level 2) by date of security indoctrination with any necessary Computing Environment (CE) for certification.

Nice To Haves

Experience with WAN / LAN / Networking Technologies.
Experience with MS Windows, Linux Administration.
Experience with LAN Cabling (CAT5, Fiber, Ethernet etc.).
Experience using SolarWinds or other IT Management system.
Experience using ServiceNow or other ticket-tracking system

Responsibilities

Providing Tier 1 Service Desk support for ATIP customers from telephone, email, and ticketing system requests.
Monitoring Network and Server Infrastructure.
Performing initial troubleshooting on LAN & WAN data telecommunications equipment plus the supporting applications and services.
Troubleshooting and problem solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools.
Serving as liaison between the end users / customers and senior technical staff if problems are escalated.
Processing routine customer work orders such as enabling network ports, managing software licenses, and adding system accounts.
Responsiveness and courtesy in customer interactions.

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