Incident Technician - Full Performance (Government) at AT&T

Herndon, Virginia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Government, Public SectorIndustries

Requirements

TS/SCI clearance with polygraph
BA/BS and 2 years of experience, or equivalent combination of education and work experience totaling 6 years
Conceptual and practical expertise in own area and general knowledge of related areas
Ability to work independently with minimal guidance
Ability to act as a resource for other team members and potentially lead projects with limited risks and resource requirements
On-site office presence 5 days per week in Herndon, Virginia (8am-4:30pm, M-F; 40 hours/week)
No relocation offered

Responsibilities

Provides technical support and customer service to users of computer applications and hardware (e.g., PCs, servers, mainframes)
Answers questions regarding system procedures, online transactions, systems status, and downtime procedures (may be in a call center)
Collaborates with network services, software systems engineering, and/or application development to restore service and/or identify problems
Maintains a troubleshooting tracking log ensuring timely resolution of problems
Acts as a resource for colleagues with less experience
Solves complex problems by taking a new perspective on existing solutions and exercising judgment based on analysis of multiple sources of information
Impacts a range of customer, operational, project, or service activities within own team and related teams, working within broad guidelines and policies
Explains complex concepts

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceTroubleshootingPCsServersMainframesNetwork ServicesSoftware Systems EngineeringApplication Development

Questions & Answers

Common questions about this position

What is the salary range for the Incident Technician position?

Incident Technicians earn between $69,000 - $118,241. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Is this position remote or does it require office presence?

This position requires office presence of a minimum of 5 days per week and is only located at customer's site. No relocation is offered.

What qualifications and experience are required for this role?

Requires BA/BS and 2 years of experience, or a combination of education and work experience equivalent to 6 years. Also requires TS SCI with poly clearance.

What benefits are offered for this position?

Benefits include Medical/Dental/Vision coverage, 401(k) plan, Tuition reimbursement program, Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays), Paid Parental Leave, Paid Caregiver Leave, and additional sick leave.

What makes a strong candidate for this Incident Technician role?

Strong candidates have conceptual and practical expertise in technical support, ability to work independently with minimal guidance, act as a resource for colleagues, solve complex problems, and hold TS SCI with poly clearance.

AT&T

Telecommunications services including wireless and broadband

About AT&T

AT&T provides telecommunications services, including wireless communications, broadband internet, and digital television, primarily in the United States. Its 5G network offers faster data speeds and more reliable connections, although availability can vary. The company caters to both individual consumers and businesses, offering various subscription plans that include options for unlimited data and bundled services that combine internet, TV, and phone. AT&T generates revenue mainly through subscription fees, device sales, and its streaming service, DIRECTV STREAM, which adds to its diverse offerings. In a competitive market, AT&T distinguishes itself with its extensive service range and strong brand presence.

Dallas, TexasHeadquarters

1876Year Founded

$43.3MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Paid Parental Leave

Adoption Assistance

Disability Insurance

Life Insurance

Employee Assistance Programs

Wellness Program

Employee Discounts

Risks

The customer service guarantee may increase financial liabilities due to compensation for outages.

A recent data breach could damage AT&T's reputation and lead to customer churn.

Resistance to replacing landlines may impact customer retention and satisfaction.

Differentiation

AT&T offers a unique customer service guarantee, setting it apart from competitors.

The company is expanding its fiber network, enhancing broadband offerings in underserved areas.

AT&T's 'Phone-Advanced' device aligns with the trend of replacing traditional landlines.

Upsides

AT&T's fiber network expansion could provide a competitive edge in broadband services.

The new customer service guarantee may attract customers from competitors lacking similar assurances.

Collaboration with The Arc enhances AT&T's brand image through corporate social responsibility.

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