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Service Desk Analyst
3 months ago
**Responsibilities**:
- Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- 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.
- Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
- 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.
**Basic Requirements**:
- 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.
- Strong customer service focus w/ excellent listening skills
**Preferred Requirements**:
- 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
This role is classified as **“Essential.”** A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which ensure the continuity of vital medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.
**Equal Opportunity Employer**: Disability/Veteran
**Requirements**:
After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.
Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your career - it's time to join Team Tyto
