Job Title: Help Desk Technician, Associate
Location: Maxwell AFB – Gunter Annex, Montgomery AL
Overview
Zigabyte is seeking motivated applicants with specific Air Force systems and applications experience to join our dynamic help desk team in Montgomery, Alabama. Our team is responsible for providing 24/7/365 help desk support for the Air Force.
Team members will be expected to support 24-hour operations. After a set training period, employees could be afforded the opportunity to work a hybrid (onsite/remote) schedule for their assigned shift.

The ideal candidate for this position is a former active-duty Air Force member or current or former Air National Guard or Air Force Reserve member with leadership experience and experience using, operating, or administering one or more of the following systems, or an Information Technology professional with experience supporting one or more of the systems:

• Air Force Portal (AF Portal)
• Robotic Process Automation (RPA)

Required Qualifications:

• At least two years proven success leading information technology help desk teams who provided effective support to external customers.
• Experience using, operating, or administering one or more of the above systems, or an Information Technology professional with experience supporting one or more of the systems.
• Associate degree preferred, or the equivalent combination of education, technical certifications, training, or work experience.
• Excellent communication and problem-solving/trouble shooting skills.
• Strong English language skills (both written and verbal).
• Willing to work overtime, holidays, and weekends when necessary.
• Must be a US Citizen and be able to obtain and maintain a Secret-Level clearance.

Desired Qualifications:

• Familiar with Remedy trouble ticketing software.
• Four 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.

Essential duties and responsibilities include, but are not limited to:

• Lead a team in providing help desk support for supported applications via phone/email.
• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions to resolve field user issues. Properly escalate unresolved issues.
• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Maintain current knowledge of relevant technologies as assigned.
• Additional responsibilities as assigned by management.
• Provide guidance and mentorship to less-experienced technicians.

Company Benefits:
Competitive Health care package, vision, and dental, Life Insurance coverage, 401k matching, training expense, Competitive PTO, Holiday, and Sick leave.
Zigabyte is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

• Lead a team in providing help desk support for supported applications via phone/email.
• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions to resolve field user issues. Properly escalate unresolved issues.
• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Maintain current knowledge of relevant technologies as assigned.
• Additional responsibilities as assigned by management.
• Provide guidance and mentorship to less-experienced technicians