Help Desk Technician (HDA)

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

Job Summary:

Field Assistance Services (FAS) team is located at Gunter AFB, Alabama. It is a high-ops tempo support service desk responsible for providing 24/7/365 help desk support for a multitude of Air Force systems and serves as the initial contact for reporting technical issues for field users worldwide. FAS Team members will be expected to support 24-hour operations.

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 customer s to effectively escalates unresolved issues if needed.
• 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.

Required Skills/Abilities:

• 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/trouble shooting 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.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent time management skills and attention to detail.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Strong analytical and problem-solving skills.

Desired Skills/Experience:

• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
• Experience using/supporting one or more of the below systems:
• Business and Enterprise System Product Innovation (BESPIN) applications
• Cargo Movement Operations System (CMOS)
• Logistics Module (LOGMOD)
• Integrated Maintenance Data System (IMDS)
• Air Force Portal

Minimum Education:

• At least two years related experience in customer service required.
• Current Comptia Security+ (Level II IAT Training) Certification

Job Stipulations:

• Must be able to work any shift – this is a 24/7/365 helpdesk
• Must be able to obtain and keep a secret level clearance

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.