A
Help Desk Technician I H
Salary undisclosed
Apply on
Availability Status
This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.
Original
Simplified
Requisition #: 522
Job Title: Help Desk Technician I H
Location: 416 E. Moore Dr.,Bldg. 889Montgomery, Alabama36114
Clearance Level: Active DoD - Secret
Required Certification(s):
Security +
SUMMARYAgile 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. The position is based out of Gunter AFB.
JOB DUTIES AND RESPONSIBILITIES
- 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
Required Certifications
Security +
Education, Background, and Years of 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
Required Skills
- Strong Microsoft Office skills, i.e. Word, PowerPoint, Excel
- Knowledge of trouble ticketing systems, such as Remedy
Preferred Skills
WORKING CONDITIONS
Environmental Conditions
Standard 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; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Job Title: Help Desk Technician I H
Location: 416 E. Moore Dr.,Bldg. 889Montgomery, Alabama36114
Clearance Level: Active DoD - Secret
Required Certification(s):
Security +
SUMMARYAgile 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. The position is based out of Gunter AFB.
JOB DUTIES AND RESPONSIBILITIES
- 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
Required Certifications
Security +
Education, Background, and Years of 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
Required Skills
- Strong Microsoft Office skills, i.e. Word, PowerPoint, Excel
- Knowledge of trouble ticketing systems, such as Remedy
Preferred Skills
WORKING CONDITIONS
Environmental Conditions
Standard 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; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Similar Jobs
