Service Desk Officer – Government

AT&T

Service Desk Officer providing Tier 1 Service Desk support for AT&T’s SAP-IT federal defense program. Troubleshooting infrastructure, managing accounts, and escalating customer issues.

Posted 9/10/2026full-timeReston • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $89,200 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 1 Service Desk support, including troubleshooting IT infrastructure and providing customer service. Proficient in managing user accounts and utilizing ticket-tracking systems to enhance operational efficiency.

Highest-signal resume keywords

TS/SCI With PolyIAT Level 2 ComplianceActive Directory ManagementMS Windows AdministrationServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData Telecommunications EquipmentNetwork MonitoringIT Infrastructure SupportSoftware InstallationUser Account Management

Soft Skills

Verbal CommunicationWritten CommunicationCustomer InteractionTeam CollaborationIndependent Work

Tools & Technologies

ServiceNowTicketing SystemKnowledge BasesIT Management Tools

Certifications & Qualifications

IAT Level 2Computing Environment (CE) Training

Industry Keywords

Tier 1 Service DeskCustomer SupportMission-Oriented ITNorthern Virginia

Tech Stack

Tools & technologies

LinuxServiceNowTypeScript

About the role

Key responsibilities & impact

Provide Tier 1 Service Desk support for TAC2O customers through telephone, email, and ticketing system requests
Support customers’ mission-oriented IT infrastructure
Monitor network and server infrastructure
Perform initial troubleshooting on data telecommunications equipment and supporting applications and services
Troubleshoot and solve problems using on-the-job experience, documentation, knowledge bases, and deployed network and IT management tools
Serve as liaison between end users/customers and senior technical staff when problems are escalated
Process routine customer work orders, including installing software, managing software licenses, and adding system accounts
Provide responsive and courteous customer interactions

Requirements

What you’ll need

Required TS/SCI with poly
Education requirements are flexible depending on experience
Excellent verbal (Phone customer interaction skills) and written communication skills
Experience with general information technology
Willingness to work in Northern Virginia (Reston)
Ability to work both as part of a team and independently
Must be 8140 compliant (IAT Level 2) and capable of obtaining necessary Computing Environment (CE) training or certification
Desired: Experience with Active Directory, creating and modifying user accounts
Desired: Experience with MS Windows, Linux Administration
Desired: Experience using ServiceNow or other ticket-tracking system

Benefits

Comp & perks

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 wireline phone