Helpdesk Technician II

Agile Defense • Montgomery, AL

112d

About The Position

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. This is a backfill for a team member going on extended military duty, who was assigned to the MRO system and a new system known as FMX-C2. But if we can just find someone with mid-level helpdesk experience familiar with Remedy, we will train them on the system itself. Prefer to have knowledge of at least one or more AF systems.

Requirements

• At least 2 years of related experience required.
• 2 + 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.
• 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.

Nice To Haves

• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
• Experience using/supporting one or more of the below systems: Maintenance, Repair, & Overhaul (MRO), Business and Enterprise System Product Innovation (BESPIN) applications, Cargo Movement Operations System (CMOS), Logistics Module (LOGMOD), Integrated Maintenance Data System (IMDS), Air Force Portal.

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.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees