Refresh Technical Support Lead; HT III; Government

Overview

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

Refresh Technical Support Lead: To provide Tier 2 and Tier 3 on-site and remote support for computer workstations, servers, printers, peripherals, and teleconferencing equipment as part of a large government contract. You will play a critical role in delivering technical excellence, driving operational improvements, and ensuring customer satisfaction across multiple facilities. As a hands-on technical leader, you will resolve escalated issues, guide process improvements, and serve as a trusted technical resource for end users and support teams.

• Operational Excellence & Process Improvement:
  Implement operations improvements to achieve established objectives across diverse locations. Contribute to process improvement initiatives to elevate customer service and technical support quality.
• Customer Engagement & Satisfaction:
  Manage technical activities related to customer requirements, budget challenges, and technical needs. Foster positive customer relationships, ensuring satisfaction while adhering to company policies and procedures.
• Technical Issue Investigation & Resolution:
  Investigate and resolve matters of technical significance, recommending and implementing appropriate courses of action for complex or recurring issues.
• Comprehensive Desktop & Network Support:
  Provide advanced Tier 2 and 3 support for the full lifecycle of desktop and peripheral support, including maintenance, hardware replacement, and complex network troubleshooting.
• Hardware & Systems Maintenance:
  Maintain, repair, and upgrade data, voice, and desktop computer hardware and systems. Assess and update aging desktop devices per refresh plans.
• Advanced Troubleshooting:
  Research, analyze, isolate, and resolve errors on workstations, networked systems, and peripheral equipment.
• Application Support:
  Install, maintain, test, research, and resolve issues related to business applications on desktop computers.
• Escalation & Guidance:
  Serve as an escalation point for technical questions from end users and junior technicians, recommending and implementing approved solutions.
• Reporting & Documentation:
  Document solutions, maintain logs of issues and resolutions, and provide input to management for continuous improvement.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications:

Education: High School diploma or equivalent required.

Experience: At least three (3) years’ experience as a hardware technician, with demonstrated skills in diagnosing and resolving desktop workstation issues. Proven ability to interact directly and professionally with customers in demanding environments.

Certifications: Must be CWIP compliant with at least one of the following certifications:
CompTIA A+, Network+, or Security+.

Technical Proficiency:

• Strong troubleshooting skills for hardware, software, and network issues.
• Demonstrated experience supporting computer workstations, servers, printers, and peripherals.
• Working knowledge of desktop support services, including maintenance and hardware refresh.
• Ability to identify, research, and resolve complex internetwork and desktop issues.

Professional

Skills:

• Excellent communication, customer service, and teamwork abilities.
• Ability to implement technical and business processes, and support process improvement initiatives.
• Strong organizational and time management skills; able to operate effectively under tight deadlines.

Other Requirements:

• In order to be considered for this position, you must have a valid driver’s license and an acceptable driving record and be…