Help Desk Tech (H)

Requisition #: HELPD004032

Job Title:Help Desk Tech (H)

Location: 416 East Moore Drive Bldg. 889 Maxwell AFB MAFB Gunter Annex, Alabama 36112

Clearance Level: Active DoD - Secret

Required Certification(s): 

• DoD IAT Level II Certification.

SUMMARY
Agile 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.  The position is based out of Gunter AFB.

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

Education, Background, and Years of Experience

• Associate degree preferred, or the equivalent combination of education, technical certifications, or training or work 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

• Strong verbal & written communication skills.

WORKING CONDITIONS
Environmental Conditions

• Standard office environment.

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.

About Us!

Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. We believe several attributes are the root of our very best employees and extraordinary culture. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.

• Happy: We exhibit a positive outlook in order to create a positive environment.
• Helpful: We assist each other and pull together as teammates to deliver.
• Honest: We conduct our business with integrity.
• Humble: We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
• Hungry: We desire to consistently improve.
• Hustle: We work hard and get after it.

These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us here.

COVID-19 Vaccination Requirements

Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.