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 an Intermediate Technical Expert 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.
• Participate in daily scrum meetings with support teams (Tier I, Tier II, engineering) to synchronize ongoing operations and swiftly address any emerging issues.
• Support Weekly Activity Reports (WAR) creation detailing contractor activities and statuses; support the creation of After-Action Reports (AAR) after incidents. Identify improvement opportunities and highlight issues requiring Government attention.
• Implement monthly process improvements to enhance service compliance and reporting (adjusting performance thresholds, refining workflows, etc.). Document and track root-cause analyses and corrective actions after major outages or performance issues.
• Develop Tactics, Techniques, and Procedures (TTPs) for Tier I/II teams, capturing best practices and escalation processes. Establish and curate the Tier 0 Knowledge Portal, providing self-service resources.
• Design and deliver training materials and programs – including user guides, admin guides, and hands-on exercises. Conduct regular live training sessions (webinars, train-the-trainer sessions) and update training content to incorporate system changes.
• Collect and analyze training feedback, adjust training and knowledge resources to improve user adoption and satisfaction. Support ad-hoc training requests, especially during user onboarding surges or for Mission Partner-specific needs.
• Engage with the Program Manager to align training and process initiatives with overall program milestones and strategy.

Required Clearance:

Secret (#secret)

Required Qualifications:

• Experience supporting DoD or DISA IT service programs.
• Deliver, deploy, and sustain an unclassified Cloud Service Offering (CSO) 

Desired Qualifications

• Understanding of IT Service Management processes (incident, problem, change management).
• Familiar with developing documentation and training curricula for technical services
• Strong skills in supporting daily stand-ups and cross-team meetings, with ability to translate complex technical issues into actionable plans and clear reports.

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.