* This position serves as part of the team supporting the Army Research Lab (ARL) SUNET program. * Monitor and respond quickly and effectively to requests received through the IT helpdesk * Respond to customer queries by phone and email * Create step-by-step training material with screenshots for clients * Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware * Document internal procedures * Maintain daily performance of computer systems * Ask educated questions and listen to customers to determine root cause of issues * Work through the problem-solving process with customers, empowering them to do the same in the future * Proven experience as a Help Desk Technician or other customer service role * Ability to diagnose and resolve basic computer/technical issues
Required Skills, Certification, Experience, and Education:
* 15 years in design, integration, installation, and testing of complex communication systems. * BSc/BA in IT, Computer Science, or related field
Required Clearance: Secret
Desired: Top Secret
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
Job ID 1924496 Date posted 05/27/2019
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