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