Tier I Incident & Problem Management Analyst – Government

AT&T

Provide Tier I support for DoD IT services, including incident logging and user assistance. Collaborating with the Program Manager and technical teams to maintain high service levels and compliance.

Posted 5/8/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $51,100 - $88,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Support the Program Manager in execution of contractual compliance
Provide 24x7x365 Tier I support; answer user calls, log and categorize incidents in the DISA IT Service Management (ITSM) system and resolve basic issues or requests
Diagnose common user issues (connectivity, access, browser isolation usage) and restore service when possible
For complex or unresolved issues, escalate tickets to Tier II per defined procedures; ensure thorough documentation of steps taken and observations to aid Tier II
Notify Program Manager and designated Government contacts within 60 minutes of detecting any service outage
If any data breach or data loss is suspected or detected, notify appropriate contacts within 60 minutes and initiate incident protocols per cybersecurity guidelines
Actively monitor the network environment for alerts or anomalies using dashboards or monitoring tools to proactively detect issues
Perform initial triage and attempt quick fixes before escalation
Issue user notifications for planned service outages or changes (Authorized Service Interruptions) at least 21 business days in advance
Draft or contribute to root cause analysis reports for significant incidents (downtime > 1 hour)

Requirements

What you’ll need

Experience supporting DoD or DISA IT service programs
One or more of the following DODD 8150/8140 certifications: A+, Network+
Experience with DISA’s ITSM (Remedy/ServiceNow) or similar ticketing systems for logging and tracking incidents
Understanding of DoD cybersecurity practices, such as recognizing signs of malware or security incidents (to properly escalate security-related tickets)
Strong communication and problem-solving mindset to assist non-technical users under stress, maintaining high user satisfaction while following protocols

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (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

incident managementnetwork monitoringtriageroot cause analysiscybersecurity practicesticketing systemsbasic troubleshootingdata breach responseservice outage notificationuser support

Soft Skills

communicationproblem-solvinguser satisfactionstress management

Certifications

A+Network+DODD 8150DODD 8140