Help Desk Mid Shift Lead

Job Title: Help Desk Mid Shift Lead

Field Assistance Service (FAS)

Location: Onsite at Maxwell AFB – Gunter Annex, Montgomery AL

Overview

Zigabyte is seeking qualified applicants with experience leading help desk teams to join the Field Assistance Service (FAS) program in Montgomery, Alabama. The FAS is responsible for providing 24/7/365 help desk support for the Air Force.

The ideal candidate for this position is a help desk technician with experience leading teams of technicians in effectively resolving user information technology issues. The candidate should have led teams of Information Technology technicians who delivered exceptional service to end users – meeting established service delivery metrics and providing a high-level of customer service.

Required Qualifications:

• At least two years proven success leading information technology help desk teams who provided effective support to external customers.
• Hands on experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
• Excellent communication and problem-solving/trouble shooting skills.
• Strong English language skills (both written and verbal).
• Willing to work midnight shift.
• 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:

• Familiarity with Remedy trouble ticketing software.
• Experience with one or more of the following systems either as a user of the system or in an IT support capacity:
• Aviation Resources Management System (ARMS)
• Business and Enterprise System Product Innovation (BESPIN) applications
• Cargo Movement Operations System (CMOS)
• Logistics Module (LOGMOD)
• Integrated Maintenance Data System (IMDS)

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

• Lead a team of technicians who provide help desk support to end users of systems and applications.
• Ensure the team meets quality standards in area such as:
• Accurately diagnosing client technical issues; gathering the necessary information; and performing standard, preliminary research using all relevant available resources.
• Effectively implementing the steps found in available resources by following the instructions to resolve field user issues. Properly escalating unresolved issues.
• Clearly and thoroughly documenting requests for assistance in ticket management system and tracking incidents through to resolution/escalation (per client guidelines).
• Evaluate individual and team performance by methods such as observation and metrics collection and analysis.
• Train technicians in the proper handling and resolution of trouble tickets.
• Monitor and report metrics related to the quality of service provided by the team.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Site Lead in a timely manner.
• Become the resident Subject Matter Expert on the systems assigned to team.
• Perform additional responsibilities as assigned by management.
• In addition, the person filling this position will act as a technician providing support to end users to resolve their technical issues.

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.