Help Desk Technician (HDI)

zigabyte; Sargodha Division; On-site; PKR 19,407,000 - 27,724,000; Full time

Benefits offered by this job

Secret clearance

Job summary

zigabyte is seeking personnel to support Field Assistance Services (FAS) at Gunter AFB, Alabama. The role provides 24/7/365 help desk support for multiple Air Force systems and serves as the first contact for field users globally.

Candidates must be a U.S. citizen, able to obtain a Secret clearance, and possess four+ years of customer service or help desk experience with Security+ certification. Associate degree preferred and familiarity with DoD-like systems.

Qualifications

• Four+ years of customer service or help desk experience.
• Active Security+ certification (IAT Level II).
• Experience in advanced technical support and troubleshooting.

Responsibilities

• Provide help desk support for applications via phone/email.
• Troubleshoot and diagnose customer issues with available resources.
• Collect information to escalate effectively.
• Document activity in Remedy Ticket Management System.
• Follow tickets from cradle to grave with attention to detail.
• Maintain knowledge of relevant technologies.
• Additional duties as assigned by management.

Skills

Help desk experience

Security+ Certification

Technical support

Communication skills

Flexibility

Security clearance

Customer service

Time management

Prioritization

Stress management

Analytical thinking

Education

Associate degree

Tools

BESPIN

CMOS

LOGMOD

IMDS

Air University/Digital Air University

Job description

Job Summary:

The 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 customers to effectively escal...
• 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:

• Four + years providing effective customer service or help desk support to external customers.
• Current Comptia Security+ (IAT Level II Training) Certification
• Experience in providing advanced technical support and troubleshooting complex 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.
• Two + years 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 University/Digital Air University

Minimum Education:

• At least four years related experience in customer service required.
• Current Comptia Security+ (IAT Level II 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.