Help Desk Technician I - II

Zigabyte Corporation; Montgomery (AL); On-site; USD 40,000 - 70,000; Full time

Job summary

Zigabyte Corporation is looking for a Help Desk Technician, Associate to provide 24/7 help desk support for the Air Force at Maxwell AFB in Montgomery, Alabama. Candidates should have experience with specific Air Force systems or a background in IT along with strong communication and troubleshooting skills. The position offers competitive benefits and requires a Secret-Level clearance.

Benefits

Competitive Health care package

Vision and dental coverage

Life Insurance coverage

401k matching

Training expense reimbursement

Competitive PTO

Holiday and Sick leave

Qualifications

• Experience with Air Force systems or similar as IT professional.
• Excellent communication and English skills required.
• Must be a US citizen and able to maintain Secret-Level clearance.

Responsibilities

• Provide help desk support for applications via phone and email.
• Document client requests and track incidents in ticket management.
• Mentor less-experienced technicians.

Skills

Excellent communication

Problem-solving

Troubleshooting

Customer service

Technical support

Education

Associate degree preferred

Tools

Remedy trouble ticketing software

Job description

AIR FORCE SYSTEMS SPECIALIST JOB DESCRIPTION

Job Title: Help Desk Technician, Associate

Location: Maxwell AFB – Gunter Annex, Montgomery AL

Overview

Zigabyte is seeking motivated applicants with specific Air Force systems and applications experience to join our dynamic help desk team in Montgomery, Alabama. Our team is responsible for providing 24/7/365 help desk support for the Air Force.

Team members will be expected to support 24-hour operations. After the training period, employees would join their designated shift/team.

The ideal candidate for this position is a former active-duty Air Force member or current or former Air National Guard or Air Force Reserve member with experience using, operating, or administering one or more of the following systems, or an Information Technology professional with experience supporting one or more of the following systems:

• Automated Civil Engineer System (ACES)

• Aeromedical Information Management Waiver Tracking System (AIMWTS)

• Medical Planning & Programming Tool (MPPT)

• Physical Examination Processing Program (PEPP)

• Radioactive Material Management Information System-Web-based (RAMMISW)

• Theater Medical Information Program (TMIP)

• Air Force Equal Opportunity Network (AF EONET)

• Business & Enterprise Systems Product Innovation – Digital University (BESPIN DU)

• Air Force Product Lifecycle Management (AF PLM)

• Cargo Movement Operations System (CMOS)

• Logistics Module (LOGMOD)

• Aviation Resource Management System (ARMS)

• Online Vehicle Interactive Management System (OLVIMS)

• Base Support & Expeditionary Planning Tool (BaS&E)

• Integrated Maintenance Data System (IMDS)

• Integrated Logistics System – Supply (ILS-S)

• Precision Measurement Equipment Laboratory (PMEL) Automated Management System

(PAMS)

• Remedy – Action Request System (AR System)

• Remedy – Mid-Tier (Mid-Tier)

• Remedy – Business Objects Enterprise (BOE)

• Aircrew Flight Equipment Management System (AFERMS)

• Maintenance Repair & Overhaul (MRO)

• Air Force Portal (AF Portal)

• Robotic Process Automation (RPA)

• Air Force Geographical Information Management System (AFGIMS)

• Program & Budget Enterprise System (PBES)

Required Qualifications:

• Experience using, operating, or administering one or more of the above systems, or an Information Technology professional with experience supporting one or more of the systems.

• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.

• Excellent communication and problem-solving/trouble shooting skills.

• Strong English language skills (both written and verbal).

• Willing to work overtime, holidays, and weekends when necessary.

• Must be a US Citizen and be able to obtain and maintain a Secret-Level clearance.

Desired Qualifications:

• Familiar with Remedy trouble ticketing software.

• Four years providing effective customer service or help desk support to external customers.

• Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.

Essential duties and responsibilities include, but are not limited to:

• Provide help desk support for supported applications via phone/email.

• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.

• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.

• Effectively implement the steps found in available resources by following the instructions to resolve field user issues. Properly escalate unresolved issues.

• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation (per client guidelines).

• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

• Maintain current knowledge of relevant technologies as assigned.

• Additional responsibilities as assigned by management.

• Provide guidance and mentorship to less-experienced technicians.

Company Benefits:

Competitive Health care package, vision, and dental, Life Insurance coverage, 401k matching, training expense, Competitive PTO, Holiday, and Sick leave.

Zigabyte is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.