Help Desk Specialist I – Government

AT&T

Help Desk Specialist providing help desk support and monitoring for government collaboration services. Requires office presence in Columbia, Maryland, with shifting work schedules.

Posted 5/3/2026full-timeColumbia • Maryland • 🇺🇸 United StatesJunior💰 $80,000 - $109,600 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted.
Work to be performed at a government customer site in Laurel, MD.
Rotating Shift work position, 365 days a year, 7 days a week.
Small team, providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
Provide health and status monitoring and taking appropriate measures when a service outage occurs.
Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
Document and communicate outage information to co-workers and customers.
Provide tier 1 and 2 response to customer service requests received via phone, email, chat, and tickets.
Document all communications in a ServiceNow ticket system, escalate tickets as needed.
Troubleshoot customer accounts and users' ability to log on to the collaboration environment.
Provide basic instructions on how to use services to both external and internal customers.

Requirements

What you’ll need

One (1) year of demonstrated Help Desk experience required with a Bachelor's degree.
Minimum three (3) years of Help Desk experience with an Associate degree.
Minimum five (5) years of Help Desk experience with a High School diploma.
Any degree from an accredited college or university is acceptable.
Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+).

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 phone

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Help Desk supportservice availability monitoringtroubleshootingSOPsServiceNowcustomer account managementcollaboration servicesbasic instructionstier 1 supporttier 2 support

Soft Skills

communicationteamworkcustomer serviceproblem-solvingdocumentation

Certifications

IAT Level IA+CCNA-SecurityNET+SSCPSecurity+