Help Desk Tech H

Requisition #: 712

Job Title: Help Desk Tech H

Location: 416 East Moore Drive Bldg. 889Maxwell AFB MAFB Gunter Annex, Alabama36112

Clearance Level: Active DoD - Secret

Required Certification(s): 

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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.

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

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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.

·         - Must be a US Citizen, and currently possess an ACTIVE Secret-Level clearance and ability to maintain such clearance.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·         - Strong Microsoft Office skills, i.e. Word, PowerPoint, Excel

·         - Knowledge of trouble ticketing systems, such as Remedy

Preferred Skills

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WORKING CONDITIONS

Environmental Conditions

·         Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

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).