Tier I Incident & Problem Management Analyst (Government)
About The Position
AT&T Global Public Sector is seeking a Tier I Incident & Problem Management Analyst to support the Defense Information Systems Agency (DISA) in providing IT services and connectivity in a Department of War (DoW) environment. This role involves providing 24x7x365 Tier I support, answering user calls, logging and categorizing incidents, and resolving basic issues or requests. The analyst will diagnose common user issues, escalate complex problems to Tier II, and monitor the network environment for alerts. Additionally, the role requires issuing user notifications for planned outages and contributing to root cause analysis reports.
Requirements
- Secret clearance
- Experience supporting DoD or DISA IT service programs.
Nice To Haves
- One or more of the following DODD 8150/8140 certifications: A+, Network+
- Experience with DISA’s ITSM (Remedy/ServiceNow) or similar ticketing systems for logging and tracking incidents.
- Understanding of DoD cybersecurity practices, such as recognizing signs of malware or security incidents (to properly escalate security-related tickets).
- Strong communication and problem-solving mindset to assist non-technical users under stress, maintaining high user satisfaction while following protocols.
Responsibilities
- Support the Program Manager in execution of contractual compliance.
- Provide 24x7x365 Tier I support; answer user calls, log and categorize incidents in the DISA IT Service Management (ITSM) system and resolve basic issues or requests.
- Diagnose common user issues (connectivity, access, browser isolation usage) and restore service when possible (e.g., guiding users through standard fixes, password resets, etc.).
- For complex or unresolved issues, escalate tickets to Tier II per defined procedures; ensure thorough documentation of steps taken and observations to aid Tier II.
- Notify Program Manager and designated Government contacts within 60 minutes of detecting any service outage, in accordance with program incident management requirements.
- If any data breach or data loss is suspected or detected, notify appropriate contacts within 60 minutes and initiate incident protocols per cybersecurity guidelines.
- Actively monitor the network environment for alerts or anomalies using dashboards or monitoring tools to proactively detect issues.
- Perform initial triage and attempt quick fixes before escalation.
- Issue user notifications for planned service outages or changes (Authorized Service Interruptions) at least 21 business days in advance, following required communications protocols.
- Draft or contribute to root cause analysis reports for significant incidents (downtime > 1 hour), capturing the user impact and immediate remediation steps for review by higher tiers.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
