Refresh Technical Support Lead HT3 (Government) at AT&T

Columbia, Maryland, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Government, Public SectorIndustries

Requirements

Required Clearance: TS/SCI with poly
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 minimum of A+, Net+ or Sec+
Must be able to drive an AT&T vehicle
Office presence of a minimum of 5 days per week (no relocation offered)

Responsibilities

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, recommending and implementing appropriate course of action
Implementing technical and business processes and assisting in process improvement initiatives to enhance customer service
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
Support for end user devices including desktop, workplace peripherals, and voice and video devices
Support for local and campus area networks, including wireless and cable plant

Skills

Key technologies and capabilities for this role

Desktop SupportServer MaintenancePrinter SupportPeripheralsTeleconferencing EquipmentLANWireless NetworkingCable PlantHardware ReplacementTier 2 SupportTier 3 SupportVoice DevicesVideo Devices

Questions & Answers

Common questions about this position

What is the salary range for the Refresh Technical Support Lead position?

The salary range for this role is between $72,000 and $101,600.

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 in the location(s) posted.

What are the required qualifications and skills for this role?

Candidates need a High School diploma with 3 years’ experience as hardware tech, demonstrated skills in diagnosing and resolving desktop workstation issues, experience interacting with customers, CWIP compliance with a minimum of A+, Net+ or Sec+, and the ability to drive an AT&T vehicle. TS/SCI with poly clearance is required.

What is the company culture like at AT&T Global Public Sector?

AT&T Global Public Sector is dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to shared values, and dedicated to customers’ missions.

What makes a strong candidate for this Refresh Technical Support Lead role?

Strong candidates will have 3 years of hardware tech experience, proven skills in diagnosing desktop issues, customer interaction experience, relevant CWIP certifications like A+, Net+, or Sec+, and the required 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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