Network Support Technician (Government)

AT&T; Charlotte (NC); On-site; USD 61,000 - 68,000; Full time

Job summary

Join a forward-thinking company as a Network Support Technician, where you will provide essential Tier 2 support for IT issues in a dynamic environment. This role involves maintaining network communication devices, assisting with user requests, and ensuring seamless operations in a high-paced setting. You will be part of a dedicated team that values collaboration and innovation, contributing to the mission of supporting critical IT operations for government clients. If you thrive in a challenging environment and are passionate about technology, this opportunity is perfect for you.

Benefits

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Employee discounts on AT&T services

Disability Benefits

Employee Assistance Programs

Qualifications

• 1+ years of IT support experience, preferably in helpdesk roles.
• General knowledge of network products and systems.
• Ability to work with minimal supervision.

Responsibilities

• Provide Tier 2 support for IT issues including hardware and software.
• Install and maintain network communication devices and servers.
• Monitor and resolve tickets in ITSM (ServiceNow).

Skills

Troubleshooting IT issues

Network administration

Customer support

Attention to detail

Team collaboration

Education

Associate Degree or equivalent experience

Tools

ServiceNow

Video teleconferencing infrastructure

Job description

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located at customer's site. No relocation is offered.

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.

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. Specifically, the position will support Information Technology Field Operations (ITFO) in Charlotte, NC.

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. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Job Duties:

This role will include, but will not be limited to the following responsibilities:

• 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 display, 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 (ServiceNow) assignment groups and applies 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/fix problems within existing systems design/implementation of new systems, enhance 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 in system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.

Required Clearance: Public Trust (#publictrust) (#clearable)

Required Qualifications:

• 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 network products and systems.
• Experience in a rapid paced, time sensitive, high-quality environment.
• Must have 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 20%). Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations (Local short notice travel to customer sites is common, extended overnight and air travel is typically less than 5% per year).
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails.

Desired Qualifications:

• Prior experience of IT support in an Enterprise environment (10,000+ end-users).
• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience performing IT hardware repairs and installing replacement parts.
• Experience planning and leading technology assignments and projects.
• Prior hands-on experience with the setup, configuration and administration of servers and backups.
• Experience functioning as a technical expert across multiple project assignments.
• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
• This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs.

*Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

Salary: Our Network Support Technician earns between $61,600 - $68,000. 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.

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: 40

Time Type: Regular

Location: Charlotte, North Carolina

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.