Help Desk Technician

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1425

Job Title: Help Desk Associate

Job Title for Careers Page: Help Desk Technician

Location: Gunter AFB, Montgomery AL

Clearance Level: Secret

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.

JOB DUTIES AND 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.

QUALIFICATIONS

Education, Background, and Years of Experience

· At least one year related experience required.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

§ One + 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.

Preferred Skills

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

§ IAT Level II Certification

§ Experience using/supporting one or more of the below systems:

§ Maintenance, Repair, & Overhaul (MRO)

§ Business and Enterprise System Product Innovation (BESPIN) applications

§ Cargo Movement Operations System (CMOS)

§ Logistics Module (LOGMOD)

§ Integrated Maintenance Data System (IMDS)

§ Air Force Portal

WORKING CONDITIONS

§ 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.

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. 

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

Happy - Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.

Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.