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