Incident Technician Full Performance (Government)

This position requires office presence of a minimum of 5 days per week and is only located at customers site.

AT&T Global Public Sector is a trusted provider of secure IP enabled cloud-based network solutions and professional services to theFederal 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.

Our National Security Team supports the intelligence community providing operating and assuring critical voice video and collaboration services for the full spectrum of operations.

AT&T has an opening for anIncident Technicianto support a customers network by providing troubleshooting and maintenance.

Job Duties/Responsibilities:

• Deliver end-to-end incident response and customer support by following ITIL processes performing remote triage resolving hardware/software/network issues and escalating complex cases when needed.
• Support installation configuration relocation and documentation of desktop IT equipmentincluding workstations peripherals phones AV components and network devices.
• Troubleshoot and resolve issues involving Windows Active Directory Microsoft Office business applications browsers and network connectivity while restoring services determining root causes and maintaining accurate logs records and status reports.
• Provide clear communication and user assistance including guidance on system procedures application use downtime processes and updates during outages or service restoration.
• Travel locally between customer buildings and support temporary assignments as required.
• Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday 9:30 AM to 6:00 PM.

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:

• HS Diploma and 8 years of relevant experience OR Associates degree and 6 years of experience OR Bachelors degree and 4 years of experience
• Experience providing technical support in a help desk service desk installation or incident management role.
• Ability to troubleshoot and resolve hardware software network and telecommunications issues.
• Experience supporting Windows 10 Microsoft Office 2016 or later and common business applications.
• Knowledge of Active Directory TCP/IP networking concepts and standard IT support tools.
• Experience installing IT endpoints such as desktops printers VOIP/digital phones and network switches.

Desired Qualifications:

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification. Experience in a technical help desk position and IT hardware/cabling installation.
• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM Remedy Jira Service Management).
• Strong problem-solving communication and customer service skills.
• Ability to quickly adapt to evolving tasks and mission requirements.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.