Help Desk Technician

3 weeks ago

Montgomery, United States Agile Defense Full time
SUMMARY:

Agile Defense is seeking a highly qualified Help Desk Technician to join our dynamic team on the Field Assistance Service (FAS) Program in Montgomery, AL. The FAS team is responsible for providing 24/7/365 Help Desk Support for the Air Force.

DUTIES:
  • Provide help desk support for all 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. Escalate unresolved issues to Team Leads.
  • 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 work mentor-ship to less-experienced technicians.
Qualifications

Background Needed and Years of Experience:
  • Associate degree preferred, or the equivalent combination of education, technical certifications, or training or work experience.
    2-4 Years of telephone customer service or help desk experience.
  • Familiar with Ticketing Software (i.e. Remedy).
  • Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
  • Excellent communication, business analytical and problem-solving/trouble shooting skills.
  • Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
  • Strong English language skills (both written and verbal).
  • Willing to work overtime, holidays and weekends when necessary.
Additional Skills & Qualifications

Preferred Technical Skills:
  • Experience with one or more of the following systems, is desired.
  • Automated Civil Engineer System (ACES)
  • Air Force Equal Opportunity Network (AF EONET)
  • Aviation Resources Management System (ARMS)
  • Cargo Movement Operations System (CMOS)
  • Logistics Module (LOGMOD)
  • Online Vehicle Interactive Management System (OLVIMS)
  • Air Force Way (AFWay)
  • Air Force Portal
WORKING CONDITIONS:

Typical Office Environment.

Strength Demands:

Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Physical Requirements:
  • Stand or Sit
  • Walk
  • Repetitive Motion
  • Use Hands / Fingers to Handle or Feel
  • Stoop, Kneel, Crouch, or Crawl
  • Talk or Hear
  • See
  • Push or Pull
  • Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)


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