Help Desk Technician (HDA)

Help Desk Technician (HDA) Zigabyte Corporation - 5.0 Montgomery, AL Job Details Full-time 6 days ago Qualifications Network troubleshooting Phone communication BMC Remedy Equipment troubleshooting Mid-level Analysis skills Computer hardware Task prioritization Hardware support Customer support ticket management IAT Associate's degree CompTIA Security+ Escalation handling IAT Level II 2 years Delegation Communication skills Time management

Full Job Description 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. Current Comptia Security+ (Level II IAT Training) Certification 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) Integrated Maintenance Data System (IMDS)

Air Force Portal Minimum Education:

At least two years related experience in customer service required. Current Comptia Security+ (Level II IAT Training)

Certification Job Stipulations :

Must be able to work any shift - this is a 24/7/365 helpdesk Must be able to obtain and keep a secret level clearance

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Version History

VERSION DATE REVISION AUTHOR SUMMARY OF CHANGES 1.0 3/12/2025

Rachel Burns Initial Draft Distribution

LOCATIONS

Bamboo HR, SharePoint Quality Mgmt Approval

NAME POSITION SIGNATURE DATE

Rachel Burns Director of HR Rachel Burns 3/12/2025