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Help Desk Technician

2 months ago

Montgomery, Alabama, United States Agile Defense Full time
Job Summary

Agile Defense is seeking a highly skilled Help Desk Technician to join our dynamic team on the Field Assistance Service (FAS) Program. The successful candidate will provide technical support and troubleshooting services for our clients, utilizing their expertise in network, desktop, and systems hardware and software.

Key Responsibilities
  • Provide technical support and troubleshooting services for clients via phone and email.
  • Diagnose client technical issues, gather necessary information, and perform standard research using relevant resources.
  • Implement solutions to resolve client issues, escalating unresolved issues to team leads as necessary.
  • Document requests for assistance in a ticket management system and track incidents through to resolution.
  • Maintain current knowledge of relevant technologies and provide guidance and mentorship to less-experienced technicians.
Requirements
  • 2-4 years of telephone customer service or help desk experience.
  • Familiarity with ticketing software, such as Remedy.
  • Experience in providing technical support and troubleshooting network, desktop, and/or systems hardware and software.
  • Excellent communication, business analytical, and problem-solving skills.
  • Strong English language skills and ability to work effectively in a team environment.
  • Ability to work overtime, holidays, and weekends as necessary.
  • Must be a US Citizen and possess an ACTIVE Secret-Level clearance.
Preferred Qualifications
  • Strong Microsoft Office skills, including Word, PowerPoint, and Excel.
  • Knowledge of trouble ticketing systems, such as Remedy.
Working Conditions

The successful candidate will work in a general office environment with standard office equipment. The position may require occasional travel and off-hours work to support releases and outages.