AT&T

Incident Technician - Full Performance (Government)

AT&T$89K — $118K *
Education, Government & Non-Profit
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • HS Diploma with 8+ years or Associate's with 6+ years or Bachelor's with 4+ years of relevant experience
  • Technical support experience in help desk, service desk, or incident management role
  • Proven ability to troubleshoot hardware, software, network, and telecommunications issues
  • Familiarity with Windows 10, Microsoft Office 2016+, and standard business applications
  • Knowledge of Active Directory and TCP/IP networking concepts
  • Experience with installing IT endpoints such as desktops, printers, and network switches

Responsibilities

  • Provide end-to-end incident response and customer support utilizing ITIL processes
  • Support installation and configuration of desktop IT equipment, including workstations and network devices
  • Troubleshoot and resolve issues with AD, Microsoft Office, and network connectivity
  • Communicate effectively with users to provide guidance and updates
  • Travel locally between customer sites as needed
  • Contribute to team support from 6:00 AM to 6:00 PM, with a typical shift from 9:30 AM to 6:00 PM

Benefits

  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Tuition reimbursement program
  • At least 23 days of vacation and 9 holidays each year
  • Paid Parental and Caregiver Leave
  • Adoption reimbursement
  • Short and long-term disability benefits
  • Life and Accidental Death Insurance
  • Wellness programs and Employee Assistance Programs (EAP)
  • Employee discounts up to 50% on AT&T mobility plans and services
Full Job Description
This position requires office presence of a minimum of 5 days per week and is only located at customer's site.

AT&T has an opening for an Incident Technician to support a customer's network by providing troubleshooting and maintenance.

Job Duties/Responsibilities:
  • Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
  • Support installation, configuration, relocation, and documentation of desktop IT equipment-including workstations, peripherals, phones, AV components, and network devices.
  • Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
  • Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
  • Travel locally between customer buildings and support temporary assignments as required.
  • Support coverage as part of a team operating between 6:00 AM and 6:00 PM. The required work shift is Monday through Friday, 9:30 AM to 6:00 PM.

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:
  • HS Diploma and 8+ years of relevant experience OR Associates degree and 6+ years of experience OR Bachelor's degree and 4+ years of experience
  • Experience providing technical support in a help desk, service desk, installation, or incident management role.
  • Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
  • Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
  • Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
  • Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.

Desired Qualifications:
  • CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification. Experience in a technical help desk position and IT hardware/cabling installation.
  • Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
  • Strong problem-solving, communication, and customer service skills.
  • Ability to quickly adapt to evolving tasks and mission requirements.


Our Incident Technician's earn between $89,200 - $118, 242. 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:
Mclean, Virginia

About AT&T

Cricket Wireless is a U.S.-based company that offers prepaid wireless voice, text, and data services. Cricket Wireless was founded in 1999 by Leap Wireless International, Inc. Currently, it operates as a subsidiary of AT&T Inc.

AT&T Careers

Joining AT&T means becoming part of a global team known for driving innovation and leading the telecommunications industry. It's an opportunity to grow your career at one of the most diverse and resource-rich companies in the world. Work You'll Do At AT&T, we're not just about phone lines and data plans. We're about connecting people and fostering relationships. As a member of our team, you'll help deliver cutting-edge solutions across various sectors, ensuring that our services are not only available but also transformative. Lead with Innovation Embrace a role at AT&T where technology meets creativity. Our professionals lead the market in developing and deploying technology solutions that transform how people communicate and do business. We are pioneers in creating new paths for technology, with a focus on sustainable and responsible innovation. Join a Diverse and Inclusive Team AT&T is committed to diversity and inclusion, ensuring that all employees can thrive. We are proud to offer diversity training and leadership programs that empower our team members to grow professionally and personally. Our culture is one of inclusivity, where every voice is heard and valued. Explore Job Opportunities Whether you're looking for an entry-level position or a more senior role, AT&T offers a range of job opportunities across various fields. From engineering to marketing, our team is composed of skilled professionals who are leaders in their respective areas. Internship Programs Kickstart your career with an AT&T internship. Gain hands-on experience, work on real projects, and learn from leaders in the industry. Our internships provide a robust platform for learning and growth, helping you build skills that are crucial for future success. Benefits and Growth AT&T is dedicated to the growth and development of its employees. We offer comprehensive benefits, including health care, retirement plans, and continuous professional development opportunities. With resources like career coaching and resume workshops, we support your journey every step of the way. Networking and Professional Development Expand your professional network within AT&T through various networking events, mentorship opportunities, and collaborative projects. Our focus on career development is designed to help you reach your professional goals, enhancing your skills and preparing you for leadership roles. Stay Connected Join Our Team Discover the career you've always wanted by exploring the open positions at AT&T. We are constantly on the lookout for passionate, innovative, and driven individuals to join our team. Check out our current job listings and find where your skills and interests align with our needs. Keep Up to Date Stay informed with the latest career tips, company news, and industry insights—all from the professionals who are part of our team. AT&T is a place where you can make an impact, leading the way in the telecommunications industry. Job Alert Emails Customize your experience by signing up for job alerts that match your career preferences. Stay ahead of the curve and be the first to know about exciting and rewarding opportunities at AT&T. At AT&T, your career is poised for success, equipped with the right tools, culture, and team to make it happen. Join us and be part of a company that values innovation, leadership, and a diverse workforce.
Learn more about AT&T
Size
203,000 employees
Market Cap
$131.2 billion
Industry
Net Income
-$5.1 billion
Founded
1983
5 Year Trend
+0.6%
Revenue
$171.7 billion
NASDAQ

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