Help Desk Specialist (Level 1) (Government)

AT&T; New York (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

AT&T Global Public Sector is seeking a Help Desk Specialist to support Public Sector Solutions. The role requires day-to-day on-site work at a government customer site in Laurel, MD, with rotating shifts and a 5-days-per-week presence.

You will provide tier 1/2 support, assist users with logon issues, and document all activities in ServiceNow. The candidate should have TS/SCI with polygraph clearance and at least 1 year of Help Desk experience, along with a Bachelor's degree.

Qualifications

• Bachelor's degree required.
• 1 year of demonstrated Help Desk experience required.
• TS/SCI clearance with polygraph required.

Responsibilities

• Provide tier 1 and 2 support via phone, email, chat, and tickets.
• Monitor service health and respond to outages per SOPs.
• Document outage information and actions in ServiceNow tickets.

Skills

Help desk experience

Customer support

Troubleshooting

Education

Bachelor's degree

Tools

ServiceNow

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.

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 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.