At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #: 1170
Job Title : Helpdesk Technician II
Location: Gunter Annex Montgomery, Alabama 36105
Clearance Level: Active DoD - Must hold or be able to get Secret
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.
This is a backfill for a team member going on extended military duty, who was assigned to the MRO system and a new system known as FMX-C2. But if we can just find someone with mid-level helpdesk experience familiar with Remedy, we will train them on the system itself. Prefer to have knowledge of at least one or more AF systems.
JOB DUTIES AND 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.
QUALIFICATIONS
Education, Background, and Years of Experience
· At least 2 years of related experience required.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
· 2 + 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.
Preferred Skills
· 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:
· Maintenance, Repair, & Overhaul (MRO)
· Business and Enterprise System Product Innovation (BESPIN) applications
· Cargo Movement Operations System (CMOS)
· Logistics Module (LOGMOD)
· Integrated Maintenance Data System (IMDS)
· Air Force Portal
WORKING CONDITIONS
Environmental Conditions
· Prolonged periods of sitting at a desk and working on a computer.
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; Use Hands / Fingers to Handle or Feel; See