Help Desk Specialist ; TS​/SCI - Government IT Support

About AT&T Global Public Sector

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.

Intelink Services provide interagency information sharing, content discovery, and collaboration capabilities on the IC system domains to the IC and its partners in Defense, Homeland Security, Foreign Affairs, and Law Enforcement.

AT&T has an opening for a Help Desk Specialist to support Public Sector Solutions.

The job duties of the Help Desk Specialist are as follows:

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. Work to be performed at a government customer site in Laurel, MD.
• Rotating Shift work position, 365 days a year, 7 days a week.
• Small team, providing service availability monitoring and help desk support for internet‑like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co‑workers and customers.
• Provide tier‑1 and 2 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a Service Now ticket system, escale tickets as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

TS/SCI with polygraph.

One (1) year of demonstrated Help Desk experience required with a Bachelor's degree. Minimum three (3) years of Help Desk experience with an Associate degree. Minimum five (5) years of Help Desk experience with a High School diploma. Any degree from an accredited college or university is acceptable.

• Compliance with DOD 8570.01‑M with a minimum certification of IAT Level I. (A+, CCNA‑Security, NET+, SSCP, Security+).

Our Help Desk Specialist I (Government) earns between $80,000 – $109,600 yearly. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and 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)
  * Pro‑rated when working less than 40 hrs/wk.
• 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

Weekly

Hours:

40

Time Type: Regular

Location: Columbia, Maryland

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 law.

In 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.