Network Support Technician (Government)

att; United States; On-site; USD 52,000 - 75,000; Full time

Job summary

AT&T Global Public Sector is seeking a Network Support Technician to support an ICE OCIO program in El Paso, TX. The NST provides onsite and remote Tier 2 IT support for 24x7 LANs, servers, peripherals, and end-users in a Service Desk environment.

The role reports to an Area Technical Lead and requires working independently with some supervision. Responsibilities include installing and maintaining network devices, supporting mobile devices, applying security patches, monitoring ServiceNow

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 of 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; travel may be required.

Responsibilities

• Provide LAN administrator support with installation, configuration and maintenance of network devices, servers, storage arrays and tape backups.
• Support network attached devices such as computers, printers, fax machines, biometric devices, ECGs, x-ray machines, smart displays, and sensors.
• Support mobile and wireless devices including smartphones, tablets and hotspots.
• Assist in testing, applying, and maintaining server configurations and security patches.
• Assist in maintaining health of systems and backups including restore testing.
• Monitor ITSM (ServiceNow) assignment groups and apply troubleshooting to resolve tickets.
• Update tickets following documentation templates to meet quality requirements.
• Provide regular activity reports describing progress and actions taken.
• Provide inventory input for the customer’s inventory system.
• Install and maintain video teleconferencing infrastructure and assist user requests.
• Participate in pre-scheduled after-hours support and on-call rotations, and support special projects.
• Deploy new equipment and provide deployment support.
• Provide cabling support and routing in data centers and LAN rooms.
• Analyze business requirements and design specifications for IT activities.
• Contribute to technical discussions and briefing materials to meet customer needs.
• Identify and fix issues in existing systems and participate in new construction of next-gen IT systems.
• Understand customer needs and translate them into requirements for architecture/engineering teams and COTS products.
• Possess experience in system engineering across telecommunications concepts, OS, databases, and middleware.

Skills

Troubleshooting

Network knowledge

Team collaboration

Customer support

ServiceNow ITSM

Education

Associate degree or equivalent

Tools

ServiceNow ITSM

Job description

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

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 El Paso, TX .

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.

The job duties are as follows:

• 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
• Monitors 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
• Analyzes 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
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware

Required Clearance:

Public Trust (#publictrust)

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 overni