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 Little Rock, AR.

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.

Job Duties/Responsibilities:

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 unitsProvide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensorsProvide support of mobile and wireless devices to include smartphones, tablets, and hotspotsAssist in testing, applying, and maintaining server configurations and related security patchesAssist in maintaining and checking the health of systems and backups to include restore testingMonitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve ticketsUpdate tickets following documentation templates and/or guidelines to ensure quality requirements are metProvide daily, weekly, and monthly activity reports describing activities accomplished in a timely mannerProvide inventory support and input to the provided inventory system for the customerResponsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requestsParticipate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or eventsConduct or provide new equipment deployments and/or requested deployment supportProvide cabling support and run cables within data centers, LAN rooms and remote wiring closetsAnalyzes functional business requirements and design specifications for functional activitiesEffectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are metShould 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 systemsResponsible 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 productsMust 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 processAssociate Degree or equivalent experience1+ years’ of IT-related support experience, preferably in a helpdesk or customer support roleDemonstrated ability to troubleshoot and resolve desktop, network, or other IT issuesGeneral knowledge network products and systemsExperience in a rapid paced, time sensitive, high-quality environmentMust have excellent team skills and collaboration skillsAttention to detail and follow-throughAbility to work with minimal supervisionMust have a current/valid Driver’s License and be able to operate a motor vehicle. Same day 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 assignmentsExperience evaluating system performance results and recommending improvements or optimizationsExperience performing IT hardware repairs and installing replacement partsExperience planning and leading technology assignments and projectsPrior hands-on experience with the setup, configuration and administration of servers and backupsExperience functioning as a technical expert across multiple project assignmentsITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications

Physical and/or Mental Qualifications, if applicable*:

Effectively communicate with customers, stakeholders, and technical specialistsThis 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 Technician's earn between $55,400 - $68,000. 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 coverage401(k) planTuition reimbursement programPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)Paid Parental LeavePaid Caregiver LeaveAdditional sick leave beyond what state and local law require may be available but is unprotectedAdoption ReimbursementDisability Benefits (short term and long term)Life and Accidental Death InsuranceSupplemental benefit programs: critical illness/accident hospital indemnity/group legalEmployee Assistance Programs (EAP)Extensive employee wellness programsEmployee 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:

Little Rock, Arkansas

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.

Job ID R-41148 Date posted 10/09/2024