Help Desk Technician I - II

Help Desk Technician (HDA)
FAS

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.
▪ 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.
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)