Help Desk Specialist 1-HD1 (Government)
Posted on: 25 Feb 2021
Columbia, MD
Job Description
Job Description
AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Intelligence Community. 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 Intelink in providing around the clock support services to their IC community users.
Description of Job Duties/Responsibilities:
* Provides 24x7 Help Desk support as defined by first response/Tier 1 support.
* Rotating Shift work position with a 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 response to customer service requests received via phone, email, chat, and tickets.
* Document all communications in a ServiceNow ticket system, escalate tickets as needed
* Provide basic instructions on how to use services to both external and internal customers
* Troubleshoot customer accounts and users ability to logon to the collaboration environment
* IMPORTANT: DoD 8570 Compliance with IAT level 1 is required.
Required Clearance: TSSCI with polygraph. (polygraph)
Required Qualifications: One (1) year demonstrated Help Desk experience. Bachelors degree in a Technical, Math or Business discipline from an accredited college or University is required. Two (2) years of Help Desk experience with an Associates or three (3) years experience may be substituted for a Bachelors degree.
* DoD 8570 Compliance with IAT level 1 is required.
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
AT&T
Bedminster, NJ
AT&T Corp. provides voice, video, and data communications services to businesses, consumers, and governments worldwide. It operates in two segments, Business Services and Consumer Services. The Business Services segment offers domestic and international long distance and toll-free voice services, local voice services, audio and video teleconferencing services, Web-based video conferencing services, and calling cards. Its local voice services include local voice and data telecommunications services, such as basic local exchange service, exchange access, private line, and high speed data and pay phone; integrated voice, data, and Internet protocol (IP) services; and packet services.
This segment also provides IP connectivity, managed IP, messaging, electronic commerce services and managed networking services, professional services, and outsourcing solutions; enterprise networking services; enterprise remote access services; Web services; and security services. It offers local, interstate, and international wholesale networking capacity and switched services to other service providers. The Consumer Services segment provides interstate and intrastate long distance telecommunications services throughout the continental U.S. and telecommunications services to and from Alaska, Hawaii, Puerto Rico, and the Virgin Islands, as well as international telecommunications services to and from various nations and territories worldwide.
It provides bundled local and long distance services; calling card services; transaction-based services; Internet; and residential voice over IP services. AT&T Corp. was formerly known as American Telephone & Telegraph Company and changed its name to AT&T Corp. in April 1994. The company was founded in 1885 and is based in Bedminster, New Jersey. AT&T Corp. operates as a subsidiary of AT&T Inc.
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IndustryInformation Technology
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No. of Employees241,810
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Website
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Jobs Posted5330
