Help Desk Technician
Company: Agile Defense
Location: Montgomery
Posted on: January 27, 2023
Job Description:
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)
Skills & Requirements Qualifications
Keywords: Agile Defense, Montgomery , Help Desk Technician, Professions , Montgomery, Alabama
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