Service Desk Officer (Government)

Job Description :

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.

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.

TAC2O (Technical Architecture for Command & Control Operations) is Task Order under the ten-year Helios IDIQ. AT&T’s TAC2O contract provides a team of IT specialists to operate the DIA headquarters TAC2O system which serves as the collection point for multiple Special Access Programs (SAPs) developed under Helios.

These systems deliver their digital information payloads from across the globe and outer-space to the TAC2O platform for processing, integration, correlation and access by Defense Department analysts and decision-makers.

The TAC2O system is operated by AT&T specialists and selected AT&T Helios Teammates cleared to support the multitude highly sensitive programs.

AT&T has an opening for a Service Desk Officer for the TAC2O program. This position will be providing managed IT support of SAP-IT systems for high-priority defense intelligence collection needs.

Job Duties / Responsibilities :

• The Service Desk Officer is a Systems Operations Center Administrator position.
• 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.

Required Clearance

TS / SCI (#ts / sci) (#polygraph)

Additional Clearance Requirements :

Counter-Intelligence Polygraph (can be obtained during cross-over)

Required Qualifications :

• Education requirements are flexible depending on experience.
• The following skills / prerequisites are required :
• 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.

Desired Qualifications

• 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

Our Service Desk Officer's earn between $100,000-$140,000. Not to mention all the other amazing rewards that working at AT&T offers.

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)
• 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 : Time Type :

Time Type : Regular

Regular

Location : Reston, Virginia

Reston, Virginia

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.

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