Help Desk Specialist Level 2 (HD2) (Government)

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. Work to be performed at a government customer site in Laurel, MD .
• Rotating Shift work position, 365 days a year, 7 days a week.
• Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers.
• Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed.
• Provide basic instructions on how to use services to both external and internal customers.
• Troubleshoot customer accounts and users' ability to logon to the collaboration environment.
• Train and mentor junior members of the team.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Four (4) years of demonstrated Help Desk experience required with a Bachelor's degree. Minimum six (6) years of Help Desk experience with an Associate degree. Minimum eight (8) years of Help Desk experience with a High School diploma. Any degree from an accredited college or university is acceptable.

Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+)

Ready to join our team? Apply today!

Our Help Desk Specialist Level 2 (HD2) (Government) earns $98,100 - $135,200 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:

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) *Pro-rated when working less than 40 hrs/wk.

Paid Parental Leave

Paid Caregiver Leave

Additional sick leave beyond what state and local law require may be available but is 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 on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T wireline phone

Weekly Hours: 40

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. Intelink Services provide interagency information sharing, content discovery, and collaboration capabilities on the IC system domains to the IC and its partners in Defense, Homeland Security, Foreign Affairs, and Law Enforcement.