Job description

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: Four + years providing effective customer service or help desk support to external customers. Current Comptia Security+ (IAT Level II Training) Certification Experience in providing advanced technical support and troubleshooting complex 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. Two + years 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 University/Digital Air University Minimum Education: At least four years related experience in customer service required. Current Comptia Security+ (IAT Level II 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.

Requirements

Must-haves

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.
Four + years providing effective customer service or help desk support to external customers.
Current Comptia Security+ (IAT Level II Training) Certification
Experience in providing advanced technical support and troubleshooting complex 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.
Two + years 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)

Nice-to-haves

Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: bamboohr
Effort: medium