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Help Desk Tech (H)
Montgomery, AL
Job Description
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.
Requisition #: 202
Job Title: Help Desk Tech (H)
Location: 2255 Cong W L Dickinson Dr Montgomery, Alabama 36109
Clearance Level: Active DoD - Secret
Required Certification(s):
DoD IAT Level II Certification.
SUMMARY
Agile Defense is seeking qualified applicants with specific Air Force systems and applications experience to join our dynamic team on the Field Assistance Service (FAS) program in Montgomery, Alabama. The FAS team is responsible for providing 24/7/365 help desk support for the Air Force.
FAS Team members will be expected to support 24-hour operations. This could include working day, swings, or mid shift work schedules. This will be an onsite position where the individual will work their assigned shift.
JOB DUTIES AND RESPONSIBILITIES
The ideal candidate for this position is a former active duty Air Force member or current or former Air National Guard or Air Force Reserve member with experience using one or more of the following systems, or an Information Technology professional with experience supporting one or more of the systems:
Aviation Resources Management System (ARMS)
Business and Enterprise System Product Innovation (BESPIN) applications
Cargo Movement Operations System (CMOS)
Logistics Module (LOGMOD)
Integrated Maintenance Data System (IMDS)
Additional duties include:
Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
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
Required Certifications
DoD IAT Level II Certification.
Education, Background, and Years of Experience
Associate degree preferred, or the equivalent combination of education, technical certifications, or training or work experience.
4 Years providing effective customer service or help desk support to external customers.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
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.
WORKING CONDITIONS
Environmental Conditions
Typical 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; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
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
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR (c)
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
4+ years
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