Refresh Technical Support Lead HT3 (Government) Columbia, Maryland
Job Description: This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. 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. RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant. AT&T has an opening for a Refresh Technical Support Lead to support our end-user community by providing Tier 2 and 3 on-site and remote supports for computer workstations, servers, printers, peripherals, and teleconferencing equipment. The job duties of the refresh Support Technical Lead are as follows:
- Implementing operations improvements to meet established objectives across multiple facilities.
- Managing activities related to customer requirements, budget challenges, technical needs.
- Facilitating customer relationship and satisfaction while ensuring adherence to company policies and processes.
- Investigating matters of technical significance, recommends and implementing appropriate course of action
- Implementing technical and business processes and assisting in process improvement initiatives to enhance customer service.
- Working knowledge/understanding of Services performed to enable all aspects of the desktop support to include maintenance, replacement of existing hardware, and identification/correction of complex internetwork issues to include:
- Maintaining data, voice and/or desktop computer hardware and systems.
- Investigating and resolving network and hardware matters of significance.
- Researching, analyzing, isolating and resolving errors.
- Assessing and updating older desktop devices as needed and in accordance with specified plans.
- Providing escalated Tier-2 and Tier-3 technical support on desktop hardware.
- Answering technical questions; recommending and implementing approved course of action.
- Installing business applications on desktop computers; Maintaining, testing, researching and resolving problems.
Required Clearance TS/SCI with poly (#tssci) (#polygraph) Required Qualifications:
- High School diploma, 3 years’ experience as hardware tech, demonstrated skills in diagnosing and resolving desktop workstation issues.
- Demonstrated experience with interacting with the customer
- Must be CWIP compliant with a min of A+, Net+ or Sec+.
- Must be able to drive an AT&T vehicle.
Our Refresh Technical Support Leads earn between $72,000 - $101,600. 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)
- 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 phone
Weekly Hours: 40 Time Type: Regular Location: Columbia, Maryland 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. Apply tot his job Apply To this Job