Help Desk Technician (HDA)

Zigabyte Corporation; Montgomery (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

Zigabyte Corporation is seeking a Field Help Desk Technician to support the Field Assistance Services team at Gunter AFB, Alabama. The role requires providing 24/7/365 help desk support for multiple Air Force systems and acting as the first contact for reported issues.

You will troubleshoot issues, document in Remedy, and maintain expertise on relevant technologies while delivering cradle-to-grave ticket follow-through in a high-tempo environment.

Qualifications

• Two+ years of external customer service or help desk experience.
• Current Comptia Security+ (Level II IAT) certification.
• Experience troubleshooting network, desktop and/or systems hardware/software.
• Excellent communication and problem-solving skills.
• Willing to work overtime, holidays, and weekends when necessary.
• U.S. Citizen and ability to obtain Secret-level clearance.
• Strong time management and attention to detail.
• Ability to perform well in a high-paced, stressful environment.

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 elevate unresolved issues.
• Document tickets in Remedy ticket system.
• Cradle-to-Grave follow-through on tickets with attention to detail.
• Maintain current knowledge of relevant technologies.
• Additional responsibilities as assigned by management.

Skills

Customer service

Help desk

Troubleshooting

Communication

Time management

Overtime willingness

High pace work

Problem solving

Education

Associate degree

Equivalent experience

Tools

Remedy

CMOS

LOGMOD

IMDS

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 customers to effectively elevate 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.