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AT&T · 10 hours ago

Refresh Technical Support Lead (HT III) (Government)

Columbia, Maryland

Full-time

Hybrid

Mid, Senior Level

$72K/yr - $102K/yr

3+ years exp

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. The Refresh Technical Support Lead will provide Tier 2 and Tier 3 on-site and remote support for computer workstations and peripherals, ensuring customer satisfaction and operational excellence across multiple facilities.

CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Implement operations improvements to achieve established objectives across diverse locations. Contribute to process improvement initiatives to elevate customer service and technical support quality

Manage technical activities related to customer requirements, budget challenges, and technical needs. Foster positive customer relationships, ensuring satisfaction while adhering to company policies and procedures

Investigate and resolve matters of technical significance, recommending and implementing appropriate courses of action for complex or recurring issues

Provide advanced Tier 2 and 3 support for the full lifecycle of desktop and peripheral support, including maintenance, hardware replacement, and complex network troubleshooting

Maintain, repair, and upgrade data, voice, and desktop computer hardware and systems. Assess and update aging desktop devices per refresh plans

Research, analyze, isolate, and resolve errors on workstations, networked systems, and peripheral equipment

Install, maintain, test, research, and resolve issues related to business applications on desktop computers

Serve as an escalation point for technical questions from end users and junior technicians, recommending and implementing approved solutions

Document solutions, maintain logs of issues and resolutions, and provide input to management for continuous improvement

Qualification

Tier 23 supportTroubleshooting skillsHardware technician experienceCompTIA A+ certificationNetwork+ certificationSecurity+ certificationCustomer service skillsCommunicationTeamwork abilitiesOrganizational skillsTime management skills

Required

High School diploma or equivalent required

At least three (3) years' experience as a hardware technician, with demonstrated skills in diagnosing and resolving desktop workstation issues

Proven ability to interact directly and professionally with customers in demanding environments

Must be CWIP compliant with at least one of the following certifications: CompTIA A+, Network+, or Security+

Strong troubleshooting skills for hardware, software, and network issues

Demonstrated experience supporting computer workstations, servers, printers, and peripherals

Working knowledge of desktop support services, including maintenance and hardware refresh

Ability to identify, research, and resolve complex internetwork and desktop issues

Excellent communication, customer service, and teamwork abilities

Ability to implement technical and business processes, and support process improvement initiatives

Strong organizational and time management skills; able to operate effectively under tight deadlines

In order to be considered for this position, you must have a valid driver's license and an acceptable driving record and be eligible to drive an AT&T company vehicle

Must be able to work in a variety of environments, including multiple customer locations

Required Clearance: TS/SCI with polygraph

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 phone