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Help Desk Manager (Government)

Company: AT&T
Location: Oakton
Posted on: March 14, 2018

Job Description:

Lead Service Desk Officer - Network Operations Center Lead Watch Administrator position is in support of a Government Solutions customer in the Northern Virginia area. This position is for 8 hour shifts which runs from approximately 11AM to 8PM Monday through Friday. The work is both technical and supervisory in nature. The duties are to provide Tier 1 support for a telephone and trouble ticket oriented Service Desk which supports the customer's mission oriented IT infrastructure. The Lead Watch Administrator will monitor the Network and Server Infrastructure, perform initial troubleshooting on LAN & WAN voice and data telecommunications equipment plus the supporting applications and services. This requires Tier 1 troubleshooting and problem solving using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools. The candidate will serve as primary liaison between the end users/customers and senior technical staff if problems are escalated. The Lead Watch Administrator will be responsible to process routine customer work orders such as adding routes and adding system accounts. Additional responsibilities include various weekly and monthly customer reports, vacation scheduling, training scheduling, and time reporting approvals.Willingness to work shifts (24x7), willingness to work 12 hour shifts including nights if necessary (this position is for a split shift). Excellent verbal/phone customer interaction skills and written communication skills. Experience with WAN/LAN/Telecommunication Technologies, general information technology, and voice telecommunications, equipment and applications. Willingness to work in Northern Virginia (west of Tysons Corner up to and including Dulles Airport Vicinity. Candidates must be a US Citizen and have a current Top Secret security clearance with a polygraph. Required Clearance: TS with Poly Desired: Supervisory experience, experience with MS Windows, Linux or Solaris Administration, experience with LAN Cabling (CAT5, Fiber, Ethernet, etc.), using SolarWinds or other IT Management system, using Remedy or other ticket-tracking system. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

Keywords: AT&T, Washington DC, Help Desk Manager (Government), IT / Software / Systems, Oakton, DC

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