Service Desk Officer (Government)

Cricket Wireless LLC.; Reston (VA); On-site; USD 89,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Job summary

AT&T Global Public Sector is seeking a Service Desk Officer to deliver Tier 1 support for mission-critical IT infrastructure from Reston, VA. You will handle inquiries via phone, email and tickets, and coordinate with senior staff for escalations.

The role requires strong verbal and written communication, general IT knowledge, and the ability to work in a team environment. Compliance with IAT Level 2 is mandatory, with CE training/certification available.

Qualifications

• Excellent verbal and written communication skills are required.
• Experience with general information technology is needed.
• Willingness to work in Reston, VA and collaborate in a team.
• Must be 8140 compliant (IAT Level 2) and able to obtain CE training/certification.

Responsibilities

• Provide Tier 1 service desk support for TAC2O customers via phone, email, and ticketing systems.
• Monitor network and server infrastructure and perform initial troubleshooting of IT equipment and apps.
• Serve as liaison between end users and senior technical staff for escalated issues.
• Process routine work orders such as software installation, license management and account creation.

Skills

Verbal communication

Written communication

IT knowledge

Teamwork

IAT Level 2

Education

Flexible education based on experience

Tools

ServiceNow

Active Directory

Windows

Linux

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.

Job Duties / Responsibilities

Work is technical in nature providing Tier 1 Service Desk support for TAC2O 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 data telecommunications equipment plus the supporting applications and services. 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 installing software, managing software licenses and adding system accounts. This job requires responsiveness and courtesy in customer interactions.

Required Qualification

• 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 8140 compliant (IAT Level 2) and capable of obtaining necessary Computing Environment (CE) training or certification.

Desired Qualification

• Experience with Active Directory, creating and modifying user accounts.
• Experience with MS Windows, Linux Administration.
• Experience using ServiceNow or other ticket-tracking system.

Our Service Desk Officer's earn between $89,200 - $140,000.

Benefits and 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)
• 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
• Weekly Hours: 40
• Time Type: Regular
• Location: Reston, Virginia

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.

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.