Full Job Description
Job Title: Help Desk Technician I
Location: Maxwell AFB – Gunter Annex, Montgomery AL
Exempt or Non-Exempt: Non-Exempt
IndraSoft, Inc. is seeking a highly qualified Help Desk Technician I to join our dynamic IndraSoft team on the FAS program in Montgomery, Alabama. The FAS team provides 24/7/365 Help Desk Support for the Air Force and Department of Defense. FAS responsibilities include; problem resolution, knowledge base, enterprise metrics, training, incident management, deficiency report tracking, trend analysis and message notification. The Help Desk Technician, is responsible for providing enterprise combat application support and solutions to end users. He/she will identify, research, document and resolve complex technical issues in an efficient and timely manner, review trouble tickets for accuracy and adhere to performance standards. The success of the warfighters’ mission depends upon the Help Desk Technicians knowledge of supported systems and ability to ensure continuity of operations.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience
2-4 Years of telephone customer service, or help desk experience
Familiar with Ticketing Software
Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software
Excellent communication, business analytical and problem-solving/trouble shooting skills
Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally
Strong English language skills (both written and verbal)
Willing to work overtime, holidays and weekends when necessary
Must be a US Citizen, and currently possess an ACTIVE Secret-Level clearance and ability to maintain such clearance.
Bachelor’s Degree in Computer Science or related discipline
Experience with REMEDY Ticketing Software
Experience with ONE of the following USAF or similar DoD Systems preferred:
Essential Functions and Responsibilities:
Screen, refer and diagnose internal inquiries and work requests as they relate to maintenance of personal computers.
Provide technical support and troubleshooting to network, desktop and/or systems hardware and software.
Assist with the installation, configuration and upgrade of computer hardware and software.
Provide end-user software troubleshooting and support.
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions.
Assist in the administration of e-mail systems.
Provide phone and help-desk support for local and off-site users.
Maintains current knowledge of relevant technology as assigned.
Documents, tracks and monitors problems to ensure timely resolution.
Perform system backups and recovery.
Assist in the installation, maintenance and general support of systems.
Additional responsibilities as assigned by management.
Associates or better.
Licenses & Certifications
Secret Security Clearance
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)