Help Desk Technician

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: