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# Help Desk Specialist (Level 1) (Government)

- **Company:** AT&T Inc.
- **Location:** Columbia, MD, United States
- **Salary:** $80,000.0 - $109,600.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Issue Tracking Systems, Servicenow
- **Published:** September 11, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9152766/help-desk-specialist-level-1-government

## About the Role

One (1) year of demonstrated Help Desk experience required with a Bachelor's degree. Minimum three (3) years of Help Desk experience with an Associate degree. Minimum five (5) 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+)

## Description

* 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.
 * Troubleshoot customer accounts and users' ability to log on to the collaboration environment.
 * Provide basic instructions on how to use services to both external and internal customers.

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


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