Help Desk Technician – 24/7 Support (HDA)

About the role

The Field Assistance Services (FAS) team at Gunter AFB, Alabama provides round‑the‑clock help‑desk support for a wide range of Air Force systems. As a Help Desk Technician (HDA) you will be the first point of contact for field users worldwide, diagnosing and resolving technical issues.

Key responsibilities

• Provide phone and email help‑desk support for all assigned applications.
• Troubleshoot and diagnose customer technical problems using all available resources.
• Gather necessary information to properly escalate unresolved tickets.
• Document all actions thoroughly in the Remedy Ticket Management System.
• Ensure end‑to‑end ticket follow‑through with attention to detail.
• Maintain up‑to‑date knowledge of relevant technologies.
• Perform additional duties as assigned by management.

Required profile

• Minimum two years of customer service or help‑desk experience supporting external users.
• Current CompTIA Security+ certification (Level II IAT Training).
• U.S. citizenship with ability to obtain and retain a Secret‑level security clearance.
• Willingness to work overtime, holidays and weekends as needed.
• Strong verbal and written communication, interpersonal and time‑management skills.
• Ability to thrive in a fast‑paced, high‑stress environment.

Required skills

• CompTIA Security+ certification
• Remedy Ticket Management System
• Experience with BESPIN, CMOS, LOGMOD, IMDS, and Air Force Portal applications
• Network, desktop and systems hardware/software troubleshooting