24/7 Help Desk Technician - Security+ Certified

zigabyte; Sargodha Division; On-site; PKR 10,535,000 - 14,971,000; Full time

Job summary

Field Assistance Services (FAS) team based at Gunter AFB, Alabama, delivers 24/7/365 help desk support for multiple Air Force systems, serving as the primary contact for field users' technical issues.

Role involves providing help desk support for all supported applications via phone/email, diagnosing issues, documenting in Remedy, and ensuring cradle-to-grave follow-through in a high-paced, demanding environment.

Qualifications

• Two+ years providing effective customer service or help desk support to external customers.
• Current CompTIA Security+ (Level II IAT Training) Certification.
• Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
• Excellent communication and problem-solving/troubleshooting skills.
• Willing to work overtime, holidays, and weekends when necessary.
• Must be a U.S. Citizen and be able to obtain and maintain a Secret-Level clearance.

Responsibilities

• Provide help desk support for all supported applications via phone/email.
• Troubleshoot/diagnose customer technical issues using all available resources.
• Collect necessary information from customers to effectively escalate unresolved issues.
• Thorough documentation within Remedy Ticket Management System.
• Provide Cradle-to-Grave follow-through on tickets ensuring attention to detail.
• Maintain current knowledge of relevant technologies.
• Additional responsibilities as assigned by management.

Skills

Customer service

Help desk support

CompTIA Security+

Technical support

Communication skills

Time management

Overtime

Secret clearance eligibility

Verbal & written communication

Analytical skills

Education

Associate degree or equivalent

Two years related experience

Tools

Remedy Ticketing System

CMOS

LOGMOD

IMDS

Air Force Portal

Job description

Field Assistance Services (FAS) team based at Gunter AFB, Alabama, delivers 24/7/365 help desk support for multiple Air Force systems, serving as the primary contact for field users' technical issues.

Role involves providing help desk support for all supported applications via phone/email, diagnosing issues, documenting in Remedy, and ensuring cradle-to-grave follow-through in a high-paced, demanding environment.