Systems Analyst

Tyto Athene is seeking a Systems Analyst to serve as a Service Desk Team Resource for the DAU Customer Service Team at DAU with on-site support required at Fort Belvoir and remote support services for DAU Regional Location in San Diego, CA, Huntsville. AL, Dayton, OH and Patuxent River, MD. The Service Desk Team provides support to DAU faculty, staff, and classroom environments. The Service Desk provides a mixture of Tier 1.5 and Tier 2 desktop support, and receives calls on standard office automation tools, hardware and network problems, access and security problems, remote access issues, on-line related training issues and problems with applications. Support for DAU personnel and students is currently provided 12X5 (M-F 0600-1800 for manned services) through a variety of methods to include telephone assistance, email correspondence, direct customer contact, and onsite visits.

Responsibilities:

• Respond to and track user inquires about system operation and application usage
• Address software and hardware problems
• Apply knowledge of installation and configuration of PC based computer hardware including: modems, LAN/WLAN cards, CD ROM drives, hard drives, expansion cards
• Diagnose and resolve computer related problems
• Answer questions about/handle problems relating to software to include, but not limited to, the Microsoft Office 365 Suite, Antivirus products, web browsers Adobe, etc.
• Field/prepare and install new hardware, i.e. PC's, MACs, printers and other peripherals
• Receive and log customer calls via telephone, voice, self-service tickets, walk-in and electronic mail
• Perform remote analysis of reported problems and take actions as appropriate
• Initiate, follow-up and track warranty actions
• Be the first line of defense for security issues
• Log all requests into the ServiceNow ITSM
• Escalate problems to other support personnel when a problem is not easily identified and corrected in a timely manner
• Follow up with customers to ensure issues have been resolved
• Patching of cabling to provide connectivity to end points
• Switch port configuration and troubleshooting

Education and work experience:

• Associates degree or higher in Computer Science or IT related field or equivalent
• 3 years industry experience, support center or helpdesk
• ITIL Foundations Certification desired
• Microsoft certification desired but not required
• Working knowledge of networks and server/pc architecture

Equal Opportunity Employer: Disability/Veteran

About Tyto Athene

Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto’s services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and ‘As-a-Service’. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.