Tier I Incident & Problem Management Analyst (Government)

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

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.

Our Defense Team supports the DoD Cloud‑Based Internet Isolation (CBII) capability delivering secure internet access to a global DoD user base.

AT&T has an opening for a Tier I Incident & Problem Management Analyst to support the Defense Information Systems Agency (DISA) in providing IT services and connectivity in a Department of War (DoW) environment.

Job Duties/Responsibilities:

• 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 (e.g., guiding users through standard fixes, password resets, etc.).
• 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, in accordance with program incident management requirements.
• 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, following required communications protocols.
• Draft or contribute to root cause analysis reports for significant incidents (downtime > 1 hour), capturing the user impact and immediate remediation steps for review by higher tiers.

Required Clearance:

Secret (#secret)

Required Qualifications:

Experience supporting DoD or DISA IT service programs.

Desired Qualifications:

• 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.

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.