Network Support Technician (Government)

AT&T partners with First Responders and Public Safety agencies at all levels of government. Join our team for a rewarding opportunity to support critical missions and the professionals on the front line of our nation’s security. AT&T welcomes IT professionals who possess a strong work ethic, a passion for public service, and dedication to our customers’ goals. Specifically, the position will support Information Technology Field Operations (ITFO) in Chattanooga, TN.

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.

The NST provide Tier 2 support for integrated hardware and software; local infrastructure deployment services; respond to end user request; provide VTC and remote support.

The NST reports to an Area Technical Lead and provides 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:

• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
• Responsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requests
• Assist in testing, applying and maintaining server configurations and related security patches
• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
• 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.
• 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.
• Provide support of mobile and wireless devices to include smartphones, tablets and hotspots
• Assist in maintaining and checking the health of systems and backups to include restore testing
• Conduct or provide new equipment deployments and/or requested deployment support
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
• Provide inventory support and input to the provided inventory system for the customer
• Analyzes functional business requirements and design specifications for functional activities.
• Provide daily, weekly and monthly activity reports describing activities accomplished in a timely manner
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS and middleware.
• Communicate effectively both orally and written with customers, stakeholders, and technical specialists
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met

Required Clearance:

Public Trust (#publictrust)

Required Qualifications:

• Associate Degree or equivalent experience
• Experience in a rapid paced, time sensitive, high-quality environment
• Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs.
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
• Good technical writing, presentation, and documentation skills
• 1+ years’ of IT-related support experience, preferably in a helpdesk or customer support role
• 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.
• Must have excellent team skills and collaboration skills
• General knowledge network products and systems
• Attention to detail and follow-through
• Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues
• Ability to work with minimal supervision
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails.

Desired Qualifications:

• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.
• Prior hands-on experience with the setup, configuration and administration of servers and backups.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Prior experience of IT support in an Enterprise environment (10,000+ end-users)
• Experience performing IT hardware repairs and installing replacement parts
• Experience planning and leading technology assignments and projects.
• 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.

Ready to join our team? Apply Today!

Our Network Support Technician 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:

• Extensive employee wellness programs
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• 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
• Paid Caregiver Leave
• Paid Parental Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Medical/Dental/Vision coverage
• 401(k) plan
• Adoption Reimbursement
• Tuition reimbursement program
• Employee Assistance Programs (EAP)

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