Help Desk Technician I-II
On-site · Montgomery, Alabama, United States
Job Summary
Provide 24/7/365 help desk support for Air Force/DoD applications on the Field Assistance Service (FAS) program. Serve as the initial contact for reporting technical issues, diagnose and resolve client issues with guidance from resources, document requests in the ticketing system, escalate unresolved issues to Team Leads, and communicate outages or problems to leadership. Maintain current knowledge of relevant technologies, mentor less-experienced technicians, and be available for day, swing, and mid shifts, including overtime, holidays, and weekends. Must be a US citizen with an ACTIVE Secret-Level clearance.
Required Qualifications
- 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.
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