Tyto Athene is seeking a Service Desk Analyst I to support customers in Fort Sam, TX. The role involves being the first point of contact for IT-related requests, providing technical assistance in a call center environment, and troubleshooting hardware and software issues.
Responsibilities
- Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to email messages, web inquiries, and or phone calls for customers seeking help
- Logs all request into the Government tracking system (ServiceNow)
- Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues, and maintains LAN and internet connections
- Troubleshoots hardware and software problems, assists users with desktop applications and provides user training
- Utilizes support applications to track user requests from trouble ticket generation to resolution
- Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
- Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur
Skills
- Must be a US Citizen
- Must pass a DHS/CBP background Investigation
- High School Diploma
- Working knowledge of basic hardware and software systems
- Working knowledge of Microsoft products such as Outlook, Word, Excel, etc
- Basic remote troubleshooting skills and the use of remote troubleshooting applications
- Strong customer service focus w/ excellent listening skills
- Candidate must be self-motivated, detail-oriented with a keen ability to multi-task
- Certificate in Computer or IT related area of study or equivalent
- One to two years industry experience, support center or helpdesk
- MCSA (Microsoft Certified Systems Administrator)
- A+ Certification
- Multilingual (Spanish, English) a plus
Benefits
- Health/Dental/Vision
- 401(k) match
- Paid Time Off
- STD/LTD/Life Insurance
- Referral Bonuses
- Professional development reimbursement
- Parental leave
Company Overview
At Tyto Athene, we help turn Data to Dominance. It was founded in 2018, and is headquartered in Herndon, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://gotyto.com/.