Help Desk Technician I - II

Job Title: Help Desk Technician, Intermediate

Field Assistance Service (FAS)

Location: Maxwell AFB – Gunter Annex, Montgomery AL

Overview

Zigabyte is seeking qualified applicants with specific Air Force systems and applications experience to join our dynamic team on the Field Assistance Service (FAS) program in Montgomery, Alabama. The FAS team is responsible for providing 24/7/365 help desk support for the Air Force.

FAS Team members will be expected to support 24-hour operations. This could include working day, swings, or mid shift work schedules. After the required training period (length of training is based on shift/position), technicians are assigned to a permanent shift that could be any one of the three and could include weekend work.

The ideal candidate for this position is a former active duty Air Force member or current or former Air National Guard or Air Force Reserve member with experience using one or more of the following systems, or an Information Technology professional with experience supporting one or more of the systems:

• Aviation Resources Management System (ARMS)
• Business and Enterprise System Product Innovation (BESPIN) applications
• Cargo Movement Operations System (CMOS)
• Logistics Module (LOGMOD)
• Integrated Maintenance Data System (IMDS)

Required Qualifications:

• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
• Four 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.
• Strong English language skills (both written and verbal).
• Willing to work overtime, holidays, and weekends when necessary.
• Must be a US Citizen, and be able to obtain and maintain a Secret-Level clearance.

Desired Qualifications:
• Familiar with Remedy trouble ticketing software.

Essential duties and responsibilities include, but are not limited to:

• Provide help desk support for 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. Properly escalate unresolved issues.
• 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 mentorship to less-experienced technicians.

Company Benefits:

Competitive Health care package, vision, and dental, Life Insurance coverage, 401k matching, training expense, Competitive PTO, Holiday, and Sick leave.

Zigabyte is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.