Help Desk Specialist (Level 1) (Government)

Cricket Wireless LLC.; Columbia (MD); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Paid Time Off and Holidays

Paid Parental Leave

Disability Benefits

Employee discounts up to 50% on AT&T**

Job summary

AT&T Global Public Sector is seeking a Help Desk Specialist for a government client site in Laurel, MD. The role requires TS/SCI with polygraph clearance, with rotating shifts and 5 days a week onsite.

You will provide tier 1/2 support, document incidents in ServiceNow, and help customers with access to collaboration services on a government intranet. The position demands a strong security posture per DoD 8570.01-M and IAT Level I certifications, plus relevant years of experience aligned to

Qualifications

• 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.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I.

Responsibilities

• Provide tier 1 and 2 help desk support to customers via phone, email, chat, and tickets.
• Document and communicate outage information and ticket updates in ServiceNow.
• Troubleshoot customer accounts and users’ ability to log on to collaboration services.
• Follow SOPs to perform basic troubleshooting, restart services/servers to resolve issues.
• Escalate tickets as needed and maintain clear communications with customers and co‑workers.

Skills

Help desk experience

IAT Level I

Education

Bachelor's degree

Associate degree

High School diploma

Tools

A+ certification

CCNA-Security

NET+

SSCP

Security+

Job description

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.

Job Duties

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 ServiceNow ticket system, elevate 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.

Required Clearance

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

Required Qualifications

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+)

Compensation

Our Help Desk Specialist (Level 1) (Government) earns $80,000 - $109,600 yearly. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Benefits & Perks

• 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 wireline phone

Hours & Location

Weekly Hours: 40 Time Type: Regular Location: Columbia, Maryland. Work to be performed at a government customer site in Laurel, MD.

EEO Statement

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

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