Help Desk Technician I - II

Job Description

Job Description

Salary:

Help Desk Technician (HDA)
FAS

Job 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.
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.
Required Skills/Abilities:
Two + 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.
Desired Skills/Experience:
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:
Business and Enterprise System Product Innovation (BESPIN)
applications
Cargo Movement Operations System (CMOS)
Logistics Module (LOGMOD)