Help Desk Technician (HDA)

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.
• 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)
• 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