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Requisition #: 1323
Job Title: Help Desk Associate
Job Title for Careers Page: Help Desk Technician
Location: Gunter AFB, Montgomery AL
Clearance Level: Secret
SUMMARY
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.
JOB DUTIES AND 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.
QUALIFICATIONS
Required Certifications
Education, Background, and Years of Experience
· At least one year related experience required.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
§ One + 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.
Preferred Skills
§ Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
§ IAT Level II Certification
§ 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
WORKING CONDITIONS
§ Must be able to work any shift – this is a 24/7/365 helpdesk
§ Must be able to obtain and keep a secret level clearance
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.