Help Desk Technician

Zigabyte Corporation is hiring a Help Desk Technician for the Field Assistance Services (FAS) team at Gunter AFB in Montgomery, Alabama. This role supports 24-hour operations with 24/7/365 help desk coverage and serves as the first point of contact for field users worldwide reporting technical issues.

In this position, you will help users through phone and email, diagnose problems using available resources, and ensure issues are documented and tracked end-to-end in the Remedy Ticket Management System.

Responsibilities

• Provide help desk support for all supported applications via phone and email.
• Troubleshoot and diagnose customer technical issues using all available resources.
• Collect necessary information from customers to effectively escalate unresolved issues when needed.
• Complete thorough documentation in the Remedy Ticket Management System.
• Maintain cradle-to-grave follow-through on tickets with attention to detail.
• Keep current on relevant technologies.
• Perform additional responsibilities as assigned by management.

Requirements

• Two or more years providing effective customer service or help desk support to external customers.
• Current CompTIA Security+ (Level II IAT Training) Certification.
• Experience providing technical support and troubleshooting network, desktop, and/or systems hardware and software.
• Strong communication skills and solid problem-solving and troubleshooting ability.
• Willingness 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, plus strong interpersonal and customer service skills.
• Strong time management skills and attention to detail.
• Ability to prioritize tasks and delegate when appropriate.
• Ability to perform in a high-paced environment that can become stressful at times.
• Strong analytical and problem-solving skills.

Technologies

• Remedy Ticket Management System

Desired Skills / Experience

• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
• Experience supporting one or more of: 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 of related experience in customer service.
• Current CompTIA Security+ (Level II IAT Training) Certification.

Job Stipulations

• Must be able to work any shift for a 24/7/365 help desk.
• 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.

Location: Montgomery, AL (onsite). Minimum experience: 2+ years.