Help Desk Tech (H)

Montgomery, AL
Defense – Customer Support /
Regular /
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 202

Job Title: Help Desk Tech (H)

Location: 2255 Cong W L Dickinson Dr Montgomery, Alabama 36109

Clearance Level: Active DoD - Secret

Required Certification(s): 
DoD IAT Level II Certification. 

Agile Defense is seeking qualified applicants with specific Air Force systems and applications experience to join our dynamic team on the Field Assistance Service (FAS) program in Montgomery, Alabama. The FAS team is responsible for providing 24/7/365 help desk support for the Air Force.
FAS Team members will be expected to support 24-hour operations. This could include working day, swings, or mid shift work schedules.  This will be an onsite position where the individual will work 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 experience using one or more of the following systems, or an Information Technology professional with experience supporting one or more of the systems:
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)
Additional duties include:
Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
Provide help desk support for all 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. Escalate unresolved issues to Team Leads.
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 work mentor-ship to less-experienced technicians.


Required Certifications
DoD IAT Level II Certification.

Education, Background, and Years of Experience
Associate degree preferred, or the equivalent combination of education, technical certifications, or training or work experience.
4 Years providing effective customer service or help desk support to external customers.


Required Skills
Familiar with Ticketing Software (i.e. Remedy).
Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
Excellent communication, business analytical and problem-solving/trouble shooting skills.
Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
Strong English language skills (both written and verbal).
Willing to work overtime, holidays and weekends, when necessary.
Must be a US Citizen, and currently possess an ACTIVE Secret-Level clearance and ability to maintain such clearance.


Environmental Conditions
Typical office environment.

Strength Demands
Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required.   Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Physical Requirements
Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

Happy - Be Infectious.
Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.
Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.
Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.
Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.
Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.
Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)