Service Desk Analyst
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