Zigabyte Corporation
Zigabyte Corporation

Help Desk Technician (HDA)

Montgomery, AL, US • Posted 5 days ago • Updated 5 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Service Desk
  • Reporting
  • FAS
  • Documentation
  • BMC Remedy
  • Cradle
  • Technical Support
  • Network
  • Computer Hardware
  • Communication
  • Management
  • Attention To Detail
  • Analytical Skill
  • Conflict Resolution
  • Problem Solving
  • Product Innovation
  • CMOS
  • Logistics
  • Adobe AIR
  • Web Portals
  • Customer Service
  • Security+
  • Training
  • Help Desk
  • Security Clearance
  • Distribution
  • Bamboo
  • Microsoft SharePoint

Summary

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.
    • 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
    Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
    • Dice Id: 91010113
    • Position Id: de4a36bf7fe1751292f08882d88c6c9a
    • Posted 5 days ago
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