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AT&T Technical Support Analyst (Government) in United States

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the

Department of Defense. 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.

The USAF partnered with AT&T to consolidate multiple disparate expenditures and IT projects into a consolidated enterprise while still allowing its users to retain the ability to tailor services and service levels. AT&T is providing commercial IT services to the USAF to improve performance of IT services and allow re-missioning of military personnel to cyber warfighting missions.

The AT&T Network as a Service (NaaS) team has an opening for a Technical Support Analyst to support the US Air Force by providing maintenance and repair services in order to intelligently scale network services, enable rapid deployment of emerging technologies, and provide industry-leading security, performance, and reliability. Our NaaS team is dedicated to improving the USAF IT experience through commercial services in order to increase mission effectiveness. It supports the AF Program Management Office, Air Combat Command, 16AF and subordinated units delivering high-availability and secure network capabilities.

Job Duties/Responsibilities:

  • Interacts with Information Technology (IT) co-workers, vendors, the customer and representatives of other organizations to obtain and disseminate information, advise on projects, resolve conflicts, set priorities, coordinate activities, complete projects within time and budget constraints

  • Attends meetings, conferences, task forces, committees, events, etc. to provide and receive updated information, work in unity with the Air Force and other agencies with similar telecommunication equipment and system interests, and assure the organization’s position is represented

  • Analyzes telecommunications problems and needs (e.g. interference, intelligibility, clarity, etc.) to determine the most appropriate means of reducing, eliminating and/or avoiding current and future problems and improving communications

  • Responsible for implementing standards as established by the system and network engineering teams in regard to planning and support in the areas of desktop, WAN, LAN, VOIP, servers, and disaster recovery

  • Provide second level diagnostic support for the System and Network Engineering Teams and the Service Desk in support of Desktops, WAN, LAN, VOIP, and Servers as well as capture site specific network, server, and end device documentation

  • Creates / updates work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the TSS team lead

  • Monitors emails for alert notifications from the service desk and resolves or escalates these as required

  • Provides change management support

  • Participates, enforces, and follows AT&T’s change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure

  • Adheres to AT&T’s security process; proactively identifying security issues and escalating these to the site team lead or appropriate manager as well as AT&T’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle

  • Provides onsite support for new site launches and server / network refreshes

  • Oversees COMSEC Responsibility Officer duties

Required Clearance:

Secret preferred (#secret) (#clearable)

Required Qualifications:

  • Must be a US Citizen

  • Bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of two years related work experience in a position(s) with increasing responsibility and supervisory duties accepted

  • Solid attention to detail and the ability to create and document process and procedures

  • Good verbal and written communication skills with internal IT colleagues, business leaders and external audit community

  • The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality

  • Excellent organizational and problem-solving skills

  • Ability to handle multiple tasks

  • Strong written and verbal skills in English

  • A strong understanding and working knowledge of desktop hardware, operating systems and software

  • A good understanding of network systems and protocols as well as server hardware and operating systems

­­­­ Desired Qualifications:

Master's Degree

Ready to join our team? Apply today!

(#none)

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.

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