Incident Technician - Full Performance (Government)

This position requires office presence of a minimum of 5 days per week and is only located at customer's site.

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.

Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services for the full spectrum of operations.

AT&T has an opening for an Incident Technician to support a customer’s network by providing troubleshooting and maintenance.

Job Duties/Responsibilities:

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
• Support installation, configuration, relocation, and documentation of desktop IT equipment—including workstations, peripherals, phones, AV components, and network devices.
• Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
• Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
• Travel locally between customer buildings and support temporary assignments as required.
• Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday, 9:30 AM to 6:00 PM.

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:

• HS Diploma and 8+ years of relevant experience OR Associates degree and 6+ years of experience OR Bachelor’s degree and 4+ years of experience
• Experience providing technical support in a help desk, service desk, installation, or incident management role.
• Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
• Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
• Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
• Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.

Desired Qualifications:

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification. Experience in a technical help desk position and IT hardware/cabling installation.
• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
• Strong problem-solving, communication, and customer service skills.
• Ability to quickly adapt to evolving tasks and mission requirements.

Weekly Hours:

Time Type:

Location:

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 is a fair chance employer and does not initiate a background check until an offer is made.