About this role
Job Summary:
The F ield Assistance Services (F AS ) 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 customer s 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.
- E xperience 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 o btain and keep a secret level clearance
Physical Requirements:
- P rolonged 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