Network Support Technician (Government)

Oakton, VA, United States

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.

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 Fairfax, VA.

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 of the NST are as follows:

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

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 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, if applicable*:

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

Our Network Support Technicians earn between $62,800 – $65,000 yearly. 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.

Joining our team comes with amazing perks and 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:

Oakton, Virginia

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 will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status