Service Desk Officer (Government)

This position requires office presence of a minimum of 5 days per week and is located at the customer's site in Northern Virginia (Reston).

About the role

AT&T Global Public Sector is a trusted provider of secure, IP-enabled, cloud-based network solutions and professional services to the Federal Government. This role supports the TAC2O program, providing managed IT support of SAP-IT systems for high-priority defense intelligence collection needs.

Responsibilities

• Provide Tier 1 Service Desk support for TAC2O customers via telephone, email, and ticketing system requests in support of mission-oriented IT infrastructure.
• Monitor Network and Server Infrastructure, perform initial troubleshooting on data telecommunications equipment, applications, and services.
• Conduct Tier 1 troubleshooting and problem-solving using on-the-job experience, documentation, knowledge bases, and deployed network/IT management tools.
• Serve as liaison between end users/customers and senior technical staff for escalated issues.
• Process routine customer work orders, including installing software, managing software licenses, and adding system accounts.
• Maintain responsiveness and courtesy in all customer interactions.

Requirements

• Active TS/SCI clearance with polygraph (required).
• Excellent verbal (phone customer interaction) and written communication skills.
• General information technology experience.
• Willingness to work in Northern Virginia (Reston).
• Ability to work both as part of a team and independently.
• 8140 compliant (IAT Level 2) and capable of obtaining necessary Computing Environment (CE) training or certification.

Qualifications

Education requirements are flexible depending on experience.

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

Pay

Starting salary range: $89,200 – $140,000. Individual starting salary may depend on geography, experience, expertise, and education/training.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan.
• Tuition reimbursement program.
• Paid Time Off and Holidays (minimum 23 days of vacation annually and 9 company-designated holidays).
• Paid Parental Leave and Paid Caregiver Leave.
• Additional sick leave (beyond state/local requirements, though 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 eligible AT&T mobility plans, accessories, internet, and fiber where available).

Schedule

• 40 hours per week.
• Regular time type.