Systems Analyst - Huntsville, United States - Tyto Athene, LLC

Tyto Athene, LLC Huntsville, United States

3 weeks ago

Description

Job Description

Tyto Athene is searching for a Systems Analyst to serve as a Service Desk Team Resource for the DAU Customer Service Team at DAU with on-site support required in Huntsville, AL and remote support services for other DAU Regional locations.

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 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.

Additional Information

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

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