Network Support Technician; Government

This position requires office presence of a minimum of 5 days per week and is only located at the customer’s site.

AT&T has an opening to fill a Network Support Technician (NST) position to support an Immigration and Customs Enforcement (ICE) Office of Chief Information Officer (OCIO) program. The position will support Information Technology Field Operations (ITFO) in Sterling, VA.

The NST provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested.

The NST reports to an Area Technical Lead and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end‑users in a Service Desk supported Tier II environment. It relies on instructions and pre‑established guidelines to perform the job functions while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x‑ray machines, smart displays, and sensors
• Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
• Assist in testing, applying, and maintaining server configurations and related security patches
• Assist in maintaining and checking the health of systems and backups to include restore testing
• Monitor ITSM (Service Now) assignment groups and apply troubleshooting needed to resolve tickets
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
• Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner
• Provide inventory support and input to the provided inventory system for the customer
• Responsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requests
• Participate in pre‑scheduled after‑hours support of weekly on‑call rotation and/or as a team member supporting special projects or events
• Conduct or provide new equipment deployments and/or requested deployment support
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
• Analyze functional business requirements and design specifications for functional activities
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
• Identify and fix problems within existing systems design/implementation of new systems, enhance the existing systems and participate in analysis, design, and new construction of next generation IT systems
• Understand the needs of the customers and the realities of commercially available IT products and create requirements that will allow implementation by the architecture and engineering team and COTS products
• Possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware

Public Trust

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
• Associate Degree or equivalent experience
• 1+ years 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 in a rapid paced, time sensitive, high‑quality environment
• Excellent team skills and collaboration skills
• Attention to detail and follow‑through
• Ability to work with minimal supervision
• Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than…