Technical Support Specialist

2 weeks ago

Fort Belvoir, United States Tyto Athene, LLC Full time

Tyto Athene, LLC is seeking a Systems Analyst to join our Service Desk Team, providing essential support for our customer service operations.

The Service Desk Team is dedicated to assisting our faculty, staff, and classroom environments by delivering a combination of Tier 1.5 and Tier 2 desktop support. Our team handles inquiries related to standard office automation tools, hardware and network issues, access and security challenges, remote access complications, online training concerns, and application-related problems. Support is available through various channels including telephone, email, direct customer interaction, and on-site visits.

Key Responsibilities:

  • Assist users with software-related inquiries, including the Microsoft Office 365 Suite, antivirus solutions, web browsers, and Adobe products.
  • Utilize expertise in the installation and configuration of PC hardware components such as modems, LAN/WLAN cards, CD ROM drives, hard drives, and expansion cards.
  • Respond to user inquiries regarding system operations and application usage.
  • Diagnose and resolve both software and hardware issues effectively.
  • Prepare and install new hardware, including PCs, MACs, printers, and other peripherals.
  • Log customer interactions through various channels including telephone, self-service tickets, chat, and email.
  • Conduct remote analysis of reported issues and take appropriate actions.
  • Manage warranty actions through initiation, follow-up, and tracking.
  • Serve as the first line of defense for security-related concerns.
  • Document all requests in the ServiceNow ITSM platform.
  • Escalate complex issues to other support personnel when necessary.
  • Perform cabling patching to ensure connectivity to endpoints.
  • Configure and troubleshoot switch ports as needed.

Qualifications:

  • Associate's degree or higher in Computer Science or a related IT field, or equivalent experience.
  • A minimum of 2 years of experience in a support center or helpdesk environment.
  • ITIL Foundations Certification is preferred.
  • Microsoft certification is a plus but not mandatory.
  • Proficient understanding of network and server/PC architecture.
  • Experience in supporting the M365 suite of applications.
  • Familiarity with identity access management solutions, with Okta experience preferred.
  • Knowledge of IT Service Management tools is required, with ServiceNow being preferred.

Tyto Athene is an equal opportunity employer, committed to creating a diverse and inclusive workplace.

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