Help Desk Technician (HDI)

Zigabyte Corporation; Montgomery, Northern (AL, KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Zigabyte Corporation is seeking a Field Assistance Services (FAS) help desk professional located at Gunter AFB, Alabama. The role supports 24/7/365 operations, assisting with reporting technical issues for Air Force systems and maintaining high operational tempo.

Responsibilities include handling calls and emails, diagnosing issues, escalating where needed, and maintaining detailed documentation in Remedy. Must be a US citizen able to obtain a Secret clearance.

Qualifications

• Four+ years delivering customer service or help desk support.
• Requires CompTIA Security+ (IAT Level II) certification.
• Experience in troubleshooting complex network, desktop, and system issues.
• Excellent verbal and written communication; strong problem-solving skills.

Responsibilities

• Provide help desk support for all supported applications via phone/email.
• Troubleshoot and diagnose customer technical issues using all available resources.
• Collect information to effectively escalate unresolved issues.
• Document thoroughly in Remedy Ticket Management System.

Skills

Customer service

Help desk

Communication

Problem solving

Time management

Analytical thinking

Overtime readiness

Teamwork

Education

Associate degree preferred

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 **escalate** 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:

• 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.